- Student satisfaction
- You said, we did
- Ask Herts response times and service standards
- How are we doing?
- Share your feedback
Student satisfaction
We're committed to improving our services and regularly review how students use Ask Herts, what works well, and where we can do better.
Start of Term Satisfaction results
2025/26
87% of respondents said we met their service expectations.
2024/25
Students rated Ask Herts 4.85 out of 5 for satisfaction.
You said, we did
| You asked for |
We did |
| Videos showing how Ask Herts works |
We created videos showing how to use Ask Herts and access support. We also produced videos answering common questions, including travelling to and from campus. |
|
E-mail responses within 24 hours |
We know getting answers quickly is important. While some enquiries require more detailed investigation, we keep our response times updated on the Ask Herts website.
If you need an answer more quickly, you can:
Ask Herts also provides self-service tools, including:
|
Complex enquiries sent directly to the right team |
We introduced a new contact form that lets you select the type of support you need, helping us route your enquiry to the right team more quickly.
|
A quicker way to get proof of student status for council tax exemption |
Council tax exemption evidence is now included in eligible Student Status Letters. You can request your letter through Ask Herts and receive it automatically within 15 minutes. |
|
Access to specialist teams at Ask Herts |
We now host drop-in sessions at Ask Herts Hubs with specialist teams during key times of the year, including:
These sessions have been popular, so we'll continue to offer them during busy periods. |
Ask Herts response times and service standards
We aim to provide support within the following timeframes:
- In person: Speak to you within 5 minutes at an Ask Herts Hub.
- Phone: Answer 85% of calls within 3 minutes.
- Email: Respond within 3 to 5 working days.
- First-contact resolution: Resolve 80% of general enquiries at the first point of contact.
Response times may be longer during peak periods. Current response times are always published on Ask Herts.
How are we doing?
In person
2024/25
- 5-minute average wait during non-peak periods
- 8-minute overall average wait
2023/24
- 6-minute average wait during non-peak periods
- 10-minute overall average wait
Phone
2024/25
- 66,294 calls received
- 5-minute average wait during non-peak periods
- 7-minute overall average wait
2023/24
- 50,663 calls received
- 3-minute average wait during non-peak periods
- 6-minute overall average wait
2024/25
- 3-day average response time during non-peak periods
- 4-day overall average response time
- 71% resolved at first enquiry
2023/24
- 2-day average response time during non-peak periods
- 6-day overall average response time
- 71% resolved at first enquiry
Share your feedback
Have ideas or suggestions for improving Ask Herts?
You can:
- Complete the feedback survey after registration
- Submit feedback using our contact form and select Complaints and Feedback