These standards define what you can expect from us across key areas of service, including Library spaces, customer support, subject support and systems reliability.  

Following our 2024-25 review, we’re pleased to share how we’ve performed and the new targets we’ve set for 2025-26 to further enhance your Library experience. 

2025 also marks a decade of continuous accreditation in the Customer Service Excellence (CSE) standard, an achievement that reflects our long-standing commitment to delivering exceptional service. 

Service Performance Highlights 

• Library space…in person and online: We achieved 91.6% satisfaction in the National Student Survey, and our new target is 95%. To improve satisfaction with study environments (currently 88.1%), we’re developing more flexible and accessible spaces, aiming to reach at least 90% satisfaction with the quality of the study environment. 
• Your time…is important to us: We maintained excellent turnaround times throughout 2024-25, including actioning 100% of inter-library loan requests within three working days. In 2025-26, we are reducing this target to two days to further improve responsiveness. We will also ensure that customers are served within 60 seconds at Library Service Points and that returned books are available within eight hours.  
• Your subject…supporting study and research: In 2024-25, 98% of customers rated library trainers as friendly and helpful. We continue to meet our 100% targets for ensuring reading list items are available at the start of teaching and that customers are satisfied with our teaching sessions and drop-in clinics. 
• Your support…we’re here to help: In 2024-25, 95% of customers rated Library staff as knowledgeable and 95% as friendly and helpful. For 2025-26, we aim to acknowledge all feedback, enquiries, and complaints within one working day, ensuring faster and more transparent communication. 

Areas for Continued Improvement 

While all our targets were met or within 10% of target, we’re focusing on improving satisfaction with responses to feedback, enquiries, and complaints (currently 86%, with a new target of 90%). The expanded use of the Library’s ticketing system will help us respond more efficiently and ensure that your queries reach the right staff member quickly. 

We Want Your Feedback  

All Library staff are responsible for ensuring that our services meet these targets. As part of this process, we would like your input – if you have any feedback or comments on our Standards of Service, our performance, or our targets, please let us know via our Customer Feedback Form. 

We are particularly interested to hear whether there are areas of service delivery you feel we should focus on, or if our targets meet your needs. Your feedback helps us understand what works well and where we could improve, playing an important role in shaping our priorities for the year ahead. 

For more information on the Library’s Standards of Service, visit Library Standards of Service.