Feedback Guidelines

The University of Sussex Library is committed to providing excellent services that meet the standards agreed with our users.

We welcome feedback, including complaints, from all users, their representatives and all other stakeholders and will share with relevant colleagues and partners, when appropriate. We are always keen to understand, learn and identify how we can improve service provision.

We will:

• Respond with courtesy and respect
• Encourage open and honest communication
• Inform users about the standard of service they can expect
• Protect the privacy and confidentiality of people and accept and action anonymous feedback
• Record and analyse information arising from feedback and use it to improve services
• Consult and seek feedback when undertaking major service improvements (for further information see Consultation Guidelines)

Feedback includes:

• Compliments
• General comments
• Suggestions
• Criticism or dissatisfaction
• Serious concern or complaint

Feedback is used to:

• Understand the needs and expectations of users
• Identify and resolve issues
• Identify and inform improvements
• Analyse and learn from identified trends

We gather feedback from:

• Individuals
• Social media
• Surveys
• Focus groups
• Other stakeholders

You can give us feedback:

• In person at the Library Service Desk or Reception
• By email: library.suggestions@sussex.uk
• Using a comments card available in the Library
• Using the ”Chat with Library staff” box on the Library home page: http://www.sussex.ac.uk/library/
• By telephone: 01273 678163
• Using Twitter
• Via Facebook
• In writing to the Director of Library Services, The Library, University of Sussex,
  BN1 9QL

Complaints

• Use our new online complaints form.