You Said, We Did

In an effort to continually improve our service, we love to hear your feedback. Take a look at some of the changes we’ve made recently based on the feedback you’ve provided:

You said we should extend our opening hours on the Desk and phones.

We did! The Desk and phones are now open from 9am – 5pm Mon, Wed, Thursday and Friday and from 12pm – 5pm on Tuesdays.

This is an overall increase of 4.5 hours per week.

You said we should provide a receipt of your submission when you send a query through the Student Desk Connector to ensure that your email was received.

We do! You now get emailed a copy of your query for your records along with links to our online feedback forms so that you can rate the services you’re using. The more feedback we get, the more we know how to improve our services.

You said we should provide more reading material in the waiting area.

We did! We now provide UCD publications (newspapers, magazines, books, etc.) to read in the unlikely event that you need to queue for our services.

You said that you like the open plan environment, but would like the option of more privacy.

We now have 2 enclosed pods for dealing with queries privately. If you have a query of a sensitive nature, or would simply prefer to talk in private, just ask one of our team members.

We also added more tables to one area of the Student Desk. This gives you and the Student Desk team additional places to discuss your query more privately, away from the waiting area.

Lastly, we changed the way that we use the space in the Student Desk. You are now directed to sit in different areas based on the type of query that you have. Doing this helps maximise the space available and helps prevent overcrowding in any one area.

You said we should update the Student Desk Connector to allow attachments of files.

We did! You can now attach screenshots of issues you’re experiencing, copies of necessary documentation, etc. to help us resolve your query more efficiently.

You said that we should add more signs to let you know what to do when you first enter the Student Desk.

These are coming soon! Due to the Student Desk’s open plan, it is not always obvious that you should sign in when you first arrive. We are in the process of having welcome signs made that will be placed at the entrance of the Student Desk. In the event that a staff member is not available to help you when you first arrive, these signs will instruct you where to go and how to sign in.

You said that there should be more communication between the bank and the Student Desk in regards to setting up a student bank account.

To avoid confusion over the type of documents students must provide to open a student bank account, we contacted all Irish banks to confirm that your certificate of attendance from SISWeb is an official UCD document and can be used to open a bank account.

We are also in the process of creating a “how to” document which explains the steps and documents required to open a student bank account. We will make this available on our website and distribute it to various banks in the area.

You said we should have an FAQ section on our website to help answer the more commonly asked questions.

An FAQ page is now live on our website! To check it out, click here. If after reading the FAQ page, you have further questions, you can contact the Student Desk through our Connector, phone line or by coming in to see us.

You asked us to get rid of our auto-reply.

As you are probably aware, the Student Desk uses an online contact form, the Student Desk Connector, instead of a direct email address. Up until recently when you replied to an email that the Student Desk sent you, you received a message which asked you to re-submit your query through our Connector. We’ve fixed this so that you can reply directly to us now.

If you have any questions, feel free to contact us or to call in to see us in the Tierney Building. We will be happy to help.