As library services, we have commonly used feedback forms to collect comments and/or reactions from our users about the services they use.
Strengths: Feedback forms enable us, as a library service, to capture our user’s voice on day to day issues, allowing us to identify issues that are important to our users and enabling us to respond and (where we can or where appropriate) resolve problems quickly.
Weakness: Our responses to feedback may not necessarily be visible to our users so it requires us to communicate clearly how we have responded. Comments that we receive may not always be representative and may only communicate one user’s experience.
Feedback forms are often most effective when they are used as part of a targeted campaign, gathering comments from users on a particular element of our services. Campaigns create a focus for users for a defined period of time, therefore generating a momentum and enable a greater response rate.
Here are a few alternatives, on the feedback form, that have been developed and used by other libraries:
The Library at Royal Holloway, University of London develop Feedback Bubbles which they used as part of their regular feedback campaigns throughout the year. Feedback Bubbles are a visual way of collecting and responding to feedback.
For more information please contact: Carol Sadlowski, Head of Customer Services C.firstname.lastname@example.org
The Library at the University of Bristol branded their feedback cards into "Happy Cards" which have been used in targeted feedback campaigns with students.
For more information please contact Jane Reynolds email@example.com