How to get unique, personalised student feedback – University of Warwick Case Study

The University of Warwick is capturing the opinions of its students in a uniquely personalised way, having worked with ViewPoint to develop customised feedback software.

Understanding the entire student journey

By linking real-time feedback with student identity cards, the Warwick University is achieving a richer and more contextualised view of its services. The university has installed ViewPoint touchscreen feedback kiosks with an integral card reader for measuring student satisfaction at the point-of-experience. Students swipe their ID cards when responding to a survey, giving the necessary confirmation of their identity and separating their responses from visitors to the university. 24/7, year-round surveys are equipping Warwick with a continuous flow of intelligence, helping it to regularly refine and improve its offering and maintain its position in the league tables.

We want to understand the entire student journey, and immediate feedback is key. ViewPoint’s ‘in-the-moment’ surveys are appealing to our students because they can answer them quickly and easily.

Whilst the feedback will be anonymised, it will be interesting to look at the satisfaction levels across the demographics e.g. between first and final year students.” Potter continued: “Accurate and swift gathering of feedback in our cafes, bars, restaurants and shops is embedded in our continuous improvement programme. We’re already seeing the benefits – for example, some of our value items needed to be more visible. ViewPoint’s solution was quick to install and is giving us a wealth of data that we are using to drive ongoing improvements.

Mark Potter - University of Warwick’s Head of Service Delivery Tweet

Given the proven links between student satisfaction, recruitment and financial performance, the ability to identify and resolve sources of student dissatisfaction when they occur is a service differentiator.

Supporting student insight programmes

ViewPoint currently supports student insight programmes at a number of leading universities, including Birmingham, Leeds, Edinburgh and De Montfort, enabling them to drive up student satisfaction. High quality real-time feedback enables targeted corrective actions to be implemented swiftly, preventing escalation. The pain points of gathering and analysing data are eliminated, freeing universities to focus on what matters most to their students without spending time on the number-crunching. ViewPoint’s validation software quarantines unreliable responses, giving universities the confidence to act on the data.   

ViewPoint’s feedback solutions have been invaluable for us to better capture, track and report on our customer’s opinion, and hence develop insights more quickly and effectively into our student, staff and customer experience. We are able to easily track our Net Promoter Scores, required for University reporting and used as KPIs for our business. Since capturing feedback through ViewPoint, our ‘in the moment’ NPS has increased by around 15 points and has helped us to increase the number of ‘You said, we did’ moments based on our customer feedback, having a positive effect on overall satisfaction. We have been able to capture more views from our customers using both ViewPoint’s in-the-moment feedback kiosks, and their online survey tool. This in turn has given us a simple yet powerful set of consolidated, near real-time customer data to enhance the overall experience and help us make real improvements to our service offering.

John Carter, the University of Warwick’s service Delivery Manager Tweet

About ViewPoint survey solutions

ViewPoint helps organisations to radically improve the quality of their services. Our interactive feedback technology engages with customers, employees and stakeholders to understand their satisfaction or dissatisfaction with the experience they encountered.

Our unique smiley face surveys attract, engage, and encourage users to leave their thoughts. Four reasons feedback kiosks are the preferred feedback collection method:

  • Lower cost customer survey solution
  • Suitable for all environments
  • Reliable and always on
  • Highly accurate insights


Find out more about how real-time surveys can help you assess customer and staffing issues, monitor improvements, and compare departments to deliver the best service possible.


Do you need a smart way to collect feedback?


Welcome to ViewPoint, the world’s leading provider of touchless feedback kiosks.

ViewPoint’s feedback solutions are the smart way to collect customer and employee feedback.

Read more about collecting customer and employee feedback

Student Feedback

A blended approach to student feedback

The NSS provides valuable feedback and insight, but there is a problem. It’s an annual, reflective survey – that is, it provides a snapshot in time, after the event. It may benefit “future students” but what about the students who are providing the feedback? The opportunity to provide input has come too late for them. So, is the NSS fit for purpose?

Read More »

A Relationship-Centred Approach to Retirement Villages and Care Homes

Strong communities are vital to the health and wellbeing of their residents. This is especially true in retirement communities and aged care home settings, where residents rely on staff and their community to flourish. A relationship-centred care approach that takes the experiences of residents, staff and visitors into account is one of the best ways to help ensure a healthy and strong community.

Read More »
Smiley Face Survey Example

Smiley faces for surveys, the friendly way to collect feedback

A simple smiley face could change the way that you analyse and understand customer satisfaction in your organisation. Smiley faces for surveys immediately evoke a far more welcoming response than even the most straightforward text base survey. And a growing trend towards using smileys in surveys shows how organisations are using this effective and multicultural customer experience collection tool.

Read More »

The Ultimate Guide to Employee Pulse Surveys

Pulse surveys can help take the guesswork out of what initiatives to focus on, giving managers a chance to make truly employee-directed change. Additionally, instant feedback makes it easier to keep up in dynamic environments where change happens quickly. If you already conduct annual engagement surveys, adding pulse surveys can make them much more actionable.

Read More »

The smart way to collect feedback


Find out why the world’s top brands use ViewPoint feedback solutions…

Some of our customers


Need an easier way to collect feedback?


Download our guide today. On-site feedback that is instant, always-on, and easy to deploy. 

Companies that want results trust ViewPoint


Contact us or download our brochure for more details.