Learning From Complaints

We need your feedback to help us improve services and, when things go wrong, we aim to learn from the experience.  To assist with this, and to demonstrate our commitment to learning from the complaints we receive, we have devised "We're Listening."

"We're Listening"

"We're Listening" is a quarterly feedback sheet which analyses all the compliments, comments and complaints received during the preceding 3 months.  It indicates what you told us and what we have done to take your feedback on board.  The most recent sheet is displayed in all our libraries and here on the website.

Compliments, complaints and comments received from July to September 2008

• Comments received:             3
• Complaints received:            2
• Compliments received         3

From our How was it for you? informal feedback cards:

• Comments received:             4
• Complaints received:            1
• Compliments received         15

You drew our attention to:

The introduction of the self issue system which you saw as the “finish” of the library service

Our view/action:
We hope that the introduction of the self issue system will help speed up the return and issue of books, release staff from repetitive tasks, and provide some financial savings. Where it has already been introduced elsewhere, the system works well, and is popular with library users.

Noise levels at Paignton Library

Our view/action:
Staff at every library have the responsibility of ensuring that, as far as possible, noise levels are reasonable and will take action where appropriate.  We celebrate a range of activities in our libraries which are well publicised. Some customers may prefer to time their visits when activities are not taking place.

You congratulated us on:

Service above and beyond the call of duty at Churston Library.

Exceptionally helpful reference staff

Our view/action:
We strive to maintain a high level of customer service, and answer your information needs.In a recent survey, the proportion of customers who thought the following aspects of the library service were either good or very good was as follows:

• Staff helpfulness                                  99.34%
• Information & Enquiry service            96.76%

Related Documents

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