Ask Herts is committed to continually improving our services. As part of our journey towards improving our customer service, we are actively reviewing how students engage with us—what works well, what doesn’t, and where improvements can be made. Your feedback helps us understand what’s working and what needs improving. Here's what you told us — and what we did about it:
📊Feedback Fortnight 2024/2025
- 4.85 out of 5 student satisfaction score
- 122 of 124 enquiries were resolved first time during a two-week survey period
💬 You Said, We Did - Feedback Table |
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| You asked for videos showing how Ask Herts works | We made and published videos to our socials, showing the different ways you can engage with the Ask Herts service and how we can help you. We also provided videos to help answer some of your most frequently asked questions, such as how to travel to and from campus. |
| You would like email responses within 24 hours |
We understand the importance of getting answers to you quickly and we also want to ensure that the information provided is accurate and fully answers your question. This means it can sometimes take a little longer to get back to you, especially during busy periods such as the start of term. We'll make sure we keep the Ask Herts website updated with our current response times.
If you need a quicker response, our phonelines and in person remains available to get you a more immediate answer.
We also offer the Ask Herts platform, which is available 24/7 and already answers the majority of queries. This includes self-service tools such as the automated Student Status Letter and the Tuition Fee Calculator. |
| You would like your query to go straight to the team it needs to (where you have a more complex query) |
We are investing in new technology to help speed up our response times and this includes a new contact form which means you can self-select what your query relates to, in order to help us most quickly and effectively get you to the right team.
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| You wanted a quicker way to be able to prove you're a student for council tax exemption |
We have now built this evidence into our student status letter which you're able to request via Ask Herts and it will be automatically delivered to your inbox, within 15 minutes, if you're eligible to receive it. |
| You asked to be able to speak directly to teams who aren't normally available at Ask Herts |
We now host drop in sessions at the Ask Herts Hubs with the teams that you want to see at key points of the year e.g registration, timetabling, Study Abroad, WiFi Warriors and Student Immigration. We've seen lots of uptake of these sessions and will continue to offer them during peak periods. |
📊 Service Level Agreements and Current Stats.
We commit to asnwering your queries within the following timeframes:
- In person queries at the Ask Herts Hubs: we aim to speak to you within 5 minutes
- Phone calls: we aim to answer 85% of phone calls to Ask Herts within 3 minutes
- Emails: we aim to respond to emails within 3-5 working days
- We aim to resolve 80% of your general enquiries upon your first contact with Ask Herts. However, if we need to ask an expert for further assistance, we will ensure we pass on all the relevant information.
These times may increase during our peak periods, but we will ensure Ask Herts is kept up to date with our current response times.
How are we doing?
In person
2024/25 – 8-minute average wait time with a 5-minute average in non-peak periods
2023/24 – 10-minute average wait time with a 6-minute average in non-peak periods
Phone calls
2024/25 – 66,294 calls received with a 7-minute average wait time with a 5-minute average in non-peak periods
2023/24 – 50,663 calls received with a 6-minute average wait time with a 3-minute average in non-peak periods
Emails
2024/25 – 4-day average response time with 71% of cases being resolved at the point of initial enquiry with a 3-day average In non-peak periods
2023/24 – 6-day average response time with 71% of cases being resolved at the point of initial enquiry with a 2-day average in non-peak periods
📬 We’re Still Listening
Have more ideas or feedback? We'd love to hear from you! You can provide feedback by completing the survey at the end of your registraion experience, or completing our contact form, selecting the 'Complaints and Feedback' option.