Our Student Centre Service Standards

We are committed to meeting the service standards set out in our Student Centre charter. Here’s how we monitor this, and our results for 2017/18 academic year:

When you phone us

We check each month against call logs to our Student Centre numbers, and have a voicemail facility for calls received outside our normal working hours. We aim for above 90% of calls to be answered within five rings.

2017/18 academic year

95% of calls answered within five rings  

When you email us

We check against our ‘sent items’ to make sure we’re meeting the two-day turnaround time for an initial response.

2017/18 academic year

90% of emails received an initial response in less than one working day (during September, our busiest period, we met our two-day standard for 95% of emails)

Your feedback on our service

We always welcome feedback from our customers and stakeholders. You can feedback to us through our email signature feedback link, direct to our emails or through the ‘Happy cards’ in the Student Centres. On a scale of 1-10, we aim for an average score of above 8 over the academic year.

2017/18 academic year

Our average score for 2017/18 was 9.53 out of 10

This shows a year on year increase in satisfaction from 9.25 in 16/17 and 8.88 in 2015/16

Complaints against the Student Centre Service

While we would always like to have no complaints received against our service, we welcome the feedback and opportunity to review what we do that comes from such complaints. We aim for fewer than 10 complaints against our service in an academic year.

2017/18 academic year

We dealt with one complaint against our service, which was successfully resolved to the satisfaction of the complainant

If you would like a breakdown of our performance against standards, please contact studentcentre@derby.ac.uk

You said it ... we did it