Feedback Overview

We value all feedback provided and share this overview to demonstrate that your feedback matters and is a key driver for improvement within HR Services. We review feedback regularly to identify trends, improve processes, and enhance the support we provide. This overview focuses specifically on satisfaction feedback. Your feedback helps us understand what is working well and where we can improve, and we encourage you to continue sharing your experiences with us.

A review period of the KPI should be set at a rolling 6 months, reviewed monthly, with an increase if the goal has been reached or exceeded for 5 out of the preceding 6 months, and a decrease if the metric falls below the previous target for 5 out of the preceding 6 months. The KPI should be increased or decreased in increments of 5% up until 95% and from there increments of 1%. 

We count any responses which give a satisfaction rating of 3, 4 or 5 stars as ‘Satisfied’, and 1 or 2 stars as ‘Not Satisfied’.

The report is updated daily.

Surveys are sent out to employees whose SR was noted as resolved in the last week. The higher the response rate on this survey, the more accurate our data will be and the more information we will have to inform improvements to our service. Employees will only receive one survey email within a 30-day period.

If you have any queries please contact HR Helpline at hr.helpline@ed.ac.uk

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