User Research Statement

This User Research Statement explains how iSolutions will use and disclose the information submitted in response to user research undertaken by iSolutions.

This User Research Statement applies only to information collected by iSolutions from those who participate in user research, such as via online surveys or questionnaires.

What are we collecting about you?

Your survey responses are linked to your University account, which includes your full name and email address. This means your responses will not be anonymous, although they will not be shared with anyone outside of iSolutions.

Why are we collecting this data?

1. We’ll use your aggregated responses to find out how well we are performing compared with our intended service standards and also against our past performance by sharing comments and responses
   
   
2. To support the ongoing development and encouragement of our staff by sharing responses and textual comments (both positive and negative) with directly relevant line managers or service owners. They may in turn share the responses with the staff who processed the incidents and requests to which the responses relate.
   
   
3. Where a cause for concern is identified in user responses, we will investigate typically by examination of the incident or request to which the survey response relates. Therefore the personal data attached to your ticket will be accessed. However, the information is only shared within the group who have the responsibility for the investigation and with the relevant line manager or Service Owner who is able to implement any identified improvement opportunity.

How do we use your data?

Where we are assured that the response is anonymous (generic statements not related to specific incidents) we may share the response in our department or publish internally.

When might we contact you?

1. To follow up for further information about your experience or to let you know any outcomes if applicable.
   
   
2. If you have asked us to in your comments
   
   
3. If we cannot guarantee anonymity, we might contact you to get your consent to share your response to our department or publish internally

Please our University Notice for more information