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
- 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 2022-2390.7%* 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