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Customer Service : Feedback - Shape your library

Tell us 

We would love to hear what you think of your library service.  You can get in touch with us using 

You said, we listened 

We have already begun to address some of the comments made by survey respondents:
700 new chairs installed across Hartley Library and Winchester School of Art Library
New toilets available on Levels 4 & 5 in Hartley Library
Study zones have been introduced at Hartley Library so its clear which areas are for silent, quiet and group study
Clearer guidance around food and drink at Hartley Library
There are more phone chargers available to borrow across the Library sites
More laptops will be made available to loan across different sites


Customer Quotes 

thank you for getting back to me so quickly! 

Thank you for taking the time to explain so much to me 

Your chat service has helped me feel less isolated 

Perfect thank you! I shall make better use of library search from now on! many thanks! 

thank you for your patience and help 

Excellent Service, Super Fast. Thank you


Library Surveys 

At the University of Southampton Library, we are really keen to hear what you think about our services. As a result, we launched the Hartley Library Space survey to find out about what you thought about the space within the Library and how it could be improved. We also ran a 'Library Love Letters' Campaign in February 2023 asking Library users across all 4 sites (and online) to tell us about what they loved and what they didn't like about our Library services. 


Hartley Library Space Survey 

186 people responded to the online survey. 52% of respondents reported problems in finding a study space within the Library. Almost 90% respondents want to work in quiet or silent study areas and would like easy access to printers, scanners and a large monitor to connect thier laptop to. Most Library users want to eat and drink while they study. However, 53% of respondents felt that smelly and noisy food should not be brought into the Library. The most popular requests from respondents were better toilets and more of them, better chairs, more study rooms and quality items to borrow such as laptops, phone chargers and quality headphones. 


Library Love Letters Campaign 

50 people responded to our Library Love Letters Campaign. 54% of letters received related to what respondents loved about our services. They liked the safe and supportive learning environments provided by the Library sites and liked having the presence of Security in the Hartley Library overnight. Respondents commented on the friendly staff in our libraries from the Cleaning teams to IT support and the Customer Services teams at our helpdesks. 46% of respondents told us about what they didn't like about our services. Some of the comments related to noise in quiet and silent study areas as well as background noise from Building work at the National Oceanographic Centre and Hartley Library. There were a number of comments about more toilets and study spaces needed too.