Learning & Teaching, Facts & Achievements, at University of the West of Scotland

Service Excellence Project

In line with the University’s strategic plan, to ensure that the student experience University of the West of Scotland offers is of the highest standard, the Student Experience Group (SEG), a joint body of students and staff, was set up. Part of their work highlighted the need to ensure that the University’s administrative and support functions understood the significance of their contribution to students’ experience at UWS.

Informal feedback from students has indicated that the friendly and helpful way colleagues deal with students remains one of our distinguishing features and one which should allow colleagues and students to be proud to be part of UWS.

We wish to build on the Service Excellence project for administrative and support staff by asking all colleagues to take responsibility for examining how they and the processes they use help or hinder the quality of service they deliver.

Detailed below is the progress that has been made by colleagues involved in Service Excellence and an outline of future activity which is planned for this year.

I hope that you enjoy reading our service excellence results and look forward to working with you to achieve our goals.

Judith Vincent
Vice Principal, Teaching & Learning

Service Excellence Strategy

For more detailed information visit the staff intranet>> (internal to staff only)

Some key findings

40.4% of ‘standard’ applications received a decision regarding their application within 10 days.
The UWS website was the common method used to find out about UWS, with 34.5% of respondents using this media.
99.2% of students surveyed advised that they were happy with the prospectus
During the application process 61.1% of UWS students contacted University Direct, with the most common contact methodology being the telephone (72.1% of respondents).
89.0% of students were provided with the correct time and day they should attend for their induction and enrolment.
83.8% of the students stated that they had received a welcome from a senior member of university staff.
89.2% of respondents were satisfied with the length of time it took to gain access to the library services.
The highest level of satisfaction was observed in the “Friendliness and courtesy of enrolment staff” with an overall satisfaction score of 94.3% for all staff.

Download Service Excellence Project Newsletter>>