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Service Effectiveness Survey Results

In 2018, almost 4,000 colleagues across UCL – 30% of UCL staff - completed a 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 from across the globe. 

Colleagues across UCL initially 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, satisfaction with UCL’s services has improved significantly. We’ve moved from the bottom of the Russell Group to the median and we’re above the median 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 are the most improved university in the UK.

The results show improvement across professional services, most notably in Finance, IT and Student Support. 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.

Further details about UCL's results from 2018 are available on the Planning Team Sharepoint.