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Service Effectiveness Survey Results

In 2019, over 3,000 colleagues across UCL – around 25% of UCL staff - completed the Service Effectiveness Survey (as part of the UniForum programme run by Cubane Consulting).

This benchmarking survey shows how satisfaction with our professional services compares with the Russell Group and other universities internationally. 

Colleagues across UCL completed the survey in 2015 and 2016, and these early results placed UCL at the bottom of the Russell Group. However, a few years later we’ve seen an encouraging improvement.

In 2018 and 2019, satisfaction with UCL’s services improved significantly. We’ve moved from the bottom of the Russell Group to the median and our satisfaction is above the median overall and in around half the surveyed activities. We’re also the joint most improved university from the global benchmark group of 33 universities (across the UK, Australia and New Zealand) and the most improved university in the UK.

The results show improvement across professional services, notably in IT, HR, Facilities Management, and Teaching Administration. Some External Engagement (e.g. Alumni Relations) and Student Support services are rated amongst the highest in the entire benchmarking group. The results also show increased satisfaction in all 11 faculties.