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 2023-24 Target 2024-25 89.8% We will achieve at least a 95% satisfaction rating on Question 20 in the National Student Survey 86.1% We will achieve at least 90% 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 2023-24 Target 2024-25 100% Escalated chatbot enquiries will be answered within an average of 20 seconds during advertised hours 100% Customers will be served within 90 seconds of arrival at a Library Service point, during staffed hours 100% We will ensure that returned books are available to customers within eight hours 100% We will action inter-library loan requests within 3 working days of receiving the request - Your subject … supporting study and research
Performance 2023-24 Target 2024-25 98.6% Reading list items will be available for the start of teaching 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 2023-24 Target 2024-25 91%*Customers will rate staff as knowledgeable - target 95% 90% 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% We will acknowledge all feedback, enquiries and complaints within 1 working day 99.9% We will provide an initial response to feedback, enquiries and complaints within 3 working days 83% We will achieve at least 90% satisfaction with responses to feedback, enquiries and complaints *2022-23 performance figure