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Wilfrid Laurier University Leaf
July 31, 2014
 
 
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WLU

Service Laurier responds to student satisfaction survey

Communications, Public Affairs & Marketing

Feb 12/13

Service Laurier is preparing to make further improvements at its Waterloo and Brantford locations following its most recent student satisfaction survey.

The surveys are conducted every four months. The latest survey was emailed Jan. 4, 2013, to students who had used Service Laurier at both campuses between July 2012 and December 2012. Of the total 1,723 responses received, 67 per cent of respondents felt customer service was better than they had expected it to be.

“Our goal is to provide an excellent experience for our students at Service Laurier in both Brantford and Waterloo,” says Ray Darling, Registrar at Laurier. “In order to achieve this goal, we feel it is essential to survey our students to get feedback on how we can improve.

“The satisfaction survey has validated much of what we have done so far, which is great to hear; but more importantly it has provided us with great suggestions on improvements we can make in the future."

Service Laurier is planning to act on these suggestions and other initiatives in the near future, such as:

  • Improving signage so students know where to start the process and find forms
  • Improving Service Laurier’s web presence to reduce so students can get help and information online to reduce wait times
  • Adding more self-service functions, including the ability to order transcripts online
  • Enhancing the way email and telephone calls are handled to help speed up service times

Service Laurier launched on the Brantford Campus in Sept. 2011 in Grand River Hall, and on the Waterloo campus in Dec. 2011 on the second floor of 202 Regina St., as a one-stop shop for Records and Registration, Business Office and Student Awards services.

One of the main improvements in the Service Laurier model since its launch is a queue system that replaces the standard line-up. Students are asked to not only take a number but also input the area in which they require assistance. This helps tailor which representative will be able to best help the student. If the Service Laurier representative cannot resolve the issue, then students are referred to the appropriate expert in the appropriate department. Recently, Service Laurier in Waterloo also added an in-person ambassador to help direct visitors based on their needs.

On the Waterloo campus, a webcam (which can be viewed online at www.wlu.ca/servicelaurier) lets the students see how busy the line is before they come.

Other services at the Brantford campus include Parking Services, the OneCard office, internal room booking and class cancellations. In addition to front-line aid, Service Laurier also manages a call centre and email inquiries, and is responsible for the university’s switchboard. There are also self-serve kiosks available in the waiting area.

Service Laurier is open 9 a.m. to 4:30 p.m. Monday to Friday. It is busiest from 11 a.m. until close. Students who want to avoid longer wait times should visit first thing in the morning, check the webcam, or check the Registrar’s Office FAQ to see if they can get their questions answered online. In 2012, more than 95,000 inquiries were serviced between the two campuses.


 

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