The prestigious University of Glasgow in Scotland carries a rich legacy. The fourth oldest institution in English-speaking regions, it consistently lists among the top 100 universities worldwide, thus placing it among the global top 1%. In the UK, it's a jewel among the top ten academic establishments.
Presently, the University of Glasgow houses 32,000 students across varied faculties. It also attracts visitors, domestic and foreign, who admire its splendid architecture, often likened to the fictional Hogwarts school from JK Rowling’s Harry Potter series.
“Ombea's constant innovation assures that the platform will evolve to accommodate our organisational requirements.”
Commercial Services Team, The University of Glasgow
Delivering a superior experience for 32,000 students and visitors is a complex task, resting on the Commercial Services team's shoulders. This team is not only charged with managing accommodation and dining services but also orchestrating sports programmes, overseeing the University of Glasgow gift shop, and operating printing stations.
The potential impact of their work, both positive and negative, on thousands of individuals meant the Commercial Services team had to discern whether students, staff, visitors, and others were pleased with their experiences across the six areas of responsibility.
Beyond sporadic online surveys, there was a lack of comprehensive understanding of their audiences’ experiences. Furthermore, a knowledge gap about audiences' preferences presented long-term issues. To tackle these, the Commercial Services team required:
After surveying local market solutions for real-time feedback, the team selected Ombea, convinced by their attentive customer support coupled with an ever-evolving product.
In collaboration with Ombea’s Customer Success team, a setup conducive to UofGlasgow’s goals was established:
With Ombea collecting feedback from fourteen different touchpoints simultaneously, the "87%" performance indicator was established.
Each of the six working areas should receive 87% excellent feedback on any given day, or corrective measures would be taken.
The "87%" performance indicator proved helpful not only to the Commercial Services team but also was publicly displayed every month in all fourteen locations, indicating satisfaction levels. This promoted transparency and encouraged more feedback from users.
The feedback data, once entered into the Ombea platform, could be broken down by department. This allowed management to assess performance at the departmental level each week without sifting through comment cards or surveys. Consequently, meetings were more productive, and transparency was improved.
