Matching and exceeding expectations

Knowing our customers

Using Marketing Methodology

Quantitive Qualitative Ethnography Mystery shopping

December 2013

Measure overall perception

Core business needed addressing

Finding spaces to study

Finding their way around the building

Support online

Training awareness

Finding a book

December 2013

Measure overall perception

Core business needed addressing

Finding spaces to study

Finding their way around the building

Support online

Training awareness

Finding a book

Introduced immediate improvements

PeopleInductionTechnology

So how did we do?

Drum roll please...

Celebrate!

Unhappy, with potential to

damage brand

Unenthusiastic, vulnerable to

detractors

Loyal enthusiasts, positive promoters

And students told us…

Consistent improvement across all the questions

Number of students using our services

has gone up

Easier to get help and support both online and face to

face

Staff are very helpful or helpful

Awareness of training has gone up

Induction

Gained new information

Still have areas to address

Robust year on year measure