Agenda and Papers - University of Edinburgh

c. Develop a new cSE Operating Plan (2011-15) to reflect the new University Strategy
(2011-15), and create a separate 10 year capital development plan.
d. Deliver the ‘3G’ artificial pitch installation at Peffermill, secure permissions to refurbish
and extend Firbush Point, identify location of first cSE satellite centre on campus.
e. Realise major events plan, financial targets and high levels of staff satisfaction.
Feedback from users
15. Like any customer focused service, the cSE is very sensitive to the views of its members, and
routinely seeks feedback from them. This is crucial in making sure the cSE meets customer
expectations, and helps maintain a quality standard. Over the past year, the cSE has gathered
user information from a number of sources ~ a brief synopsis of these is presented below:
a. Course/services evaluation ~ cSE offers a variety of short vocational courses on sports related
subjects (sports coaching awards; outdoor education certification in water sports and mountain
leadership; first aid; taping; Pilates) ~ some of these are accredited by national governing
bodies of sport and others are provided purely to improve personal proficiency/enjoyment. In
all cases, cSE evaluates courses with a short tick box post-event feedback form to gauge
satisfaction ratings and constructive comment. Reponses are too numerous to report on here,
but comments are invariably positive with strong endorsement of course content and/or delivery.
b. Customer feedback forms ~ cSE provides customer
feedback ‘post-boxes’ across all its facilities, as well a
general email comments account on the cSE website
or via facebook/twitter. This allows users to convey
views (praise, constructive suggestions and/or
criticisms), and anonymously if preferred. Feedback
forms/emails are responded to within 10 days. Over
the past year, cSE has received 167 customer
comments, which is slightly higher than in previous
years. This is probably due to a combination of
increased attendance during the year, and additional
scope to comment via facebook.
Customer feedback 2011
Faults
47%
Proposals
42%
Changing
2%
ClassesCleaning
5% 4%
Analyses of the feedback shows a similar blend of
comments compared to other years, though with
more suggested improvements than fault finding.
Issues with operations (lockers; opening hours;
sauna; music policy), cleaning and classes drew the
greatest number of remarks. cSE has now
responded to these concerns with adjustments to
services levels/standards. The section below (d)
offers some practical examples of where cSE has
adjusted its operations to reflect customer feedback.
300
250
200
150
100
The cSE values and encourages this type of
responsive comment making, which does inform
service quality and improvements in customer care.
50
0
'04-05
'05-06
'06-07
'07-08
'08-09
'09-10
'10-11
Number of comments received 2004-11
5 JCA/Report to SQAC~2010-11