Skip to main content
AFBI Library Logo

Supporting Research.

Supporting AFBI.

Standards of Service

We have a number of service delivery standards that set out the levels of service you can expect from us. These are outlined below by key area. Targets are 100% unless otherwise stated.

Data shown represents survey responses of those who expressed an opinion.  Asterisk (*) indicates 2020-21 performance.

  • Your Library space ... in person and online
    PERFORMANCE 2021-22 TARGET 2022-23
    82% We will achieve at least a 90% satisfaction rating on Question 19 in the National Student Survey
    85.2%* We will achieve at least 95% satisfaction with the quality of the study environment in all libraries
    100% Core Library systems will be available 99.5% of the time during working hours; the majority of systems available 24/7
    100% The Library will be open for all our advertised staff service opening hours during semester or term time

    *2020-21 performance

  • Your time ... is important to us
    PERFORMANCE 2021-22 TARGET 2022-23
    100% Library Chat enquiries will be answered within 20 seconds
    100% Customers will be served within 2 minutes of arrival at a Library Service point, during staffed hours
    100% We will ensure that returned books are available to customers within one working day
    100% We will action inter-library loan requests within 3 working days of receiving the request
  • Your subject ... supporting study and research
    PERFORMANCE 2021-22 TARGET 2022-23
    95.6% Reading list items will be available for the start of teaching
    98.8% Customers will be satisfied with our timetabled teaching sessions and organised drop-in clinics
    97.4% Customers will rate library trainers as knowledgeable
    97.4% Customers will rate library trainers as friendly and helpful
  • Your support ... We're here to help - just ask
    PERFORMANCE 2021-22 TARGET 2022-23
    90.7%*
    		 Customers will rate staff as knowledgeable - target 95%
    91.3%* Customers will rate staff as friendly and helpful – target 95%
    100% We will provide a detailed response on missing items to customers within 7 working days
    99.2% We will acknowledge all feedback, enquiries and complaints within 1 working day
    99.4% We will provide an initial response to feedback, enquiries and complaints within 3 working days
    88%* We will achieve at least 95% satisfaction with responses to feedback, enquiries and complaints