Standards of Service 2023-24
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.
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Your Library space ... in person and online
PERFORMANCE 2022-23 TARGET 2023-24 87% We will achieve at least 95% satisfaction with the quality of the study environment in all libraries 99.9% 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 2022-23 TARGET 2023-24 100% 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 2022-23 TARGET 2023-24 100% Customers will be satisfied with our timetabled teaching sessions and organised drop-in clinics 100% Customers will rate library trainers as knowledgeable 100% Customers will rate library trainers as friendly and helpful - Your support ... We're here to help - just ask
PERFORMANCE 2022-23 TARGET 2023-24 91%Customers will rate staff as knowledgeable - target 95% 92% 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 100% We will acknowledge all feedback, enquiries and complaints within 1 working day 99.7% We will provide an initial response to feedback, enquiries and complaints within 3 working days 89% We will achieve at least 95% satisfaction with responses to feedback, enquiries and complaints Updated January 2024