The purpose of our Standards of Service is to set a measurable performance level to guarantee that the Library will meet your needs. Examples of these Standards include a set response time for an enquiry, a commitment to actioning interlibrary loan requests within a certain period and ensuring that customers are happy with our library environments.

From your feedback in the Library’s annual Customer Satisfaction Survey some dips in our performance against key Standards of Service were identified in some areas. These are outlined below, along with action we have taken to rectify these dips.

Dip in ‘Staff friendly and helpful’ performance - from 92% satisfaction in 2022-23 to 90% satisfaction in 2023-24

To help ensure that you feel our staff are friendly and helpful, the following improvement has been made:

• Delivered by Andy Priestner, a user experience (UX) in Libraries Consultant, an intensive 3-week project aimed at fully embedding UX into the day-to-day work across QUB libraries took place across August, September, and October 2024. Enhancing usage of UX methods and practices will help staff further understand customer needs and their ability to help improve customer experience and satisfaction.

Dip in ‘Satisfaction with Study environment’ - from 87% satisfaction in 2022-23 to 86.1% satisfaction in 2023-24

To enhance Library study environment, the following improvements have been made:

• BYOD (bring your own device) workstations have been provided on Floors 2 and 3 of the McClay Library. This new service allows you to bring in your own laptop and connect to the campus network and work across two screens.
• Work on noise zoning has commenced throughout QUB Libraries – this will help ensure that customers can select areas within the Library which are appropriate for their work, whether it is silent study or working with colleagues.

Dip in ‘Satisfaction with Library responses to enquiries, feedback and complaints’ - from 89% satisfaction in 2022-23 to 83% satisfaction in 2023-24

To ensure the Library’s responses to enquiries, feedback and complaints are satisfactory, the following improvement has been made:

• A ticketing system has been introduced so that enquiries, feedback and complaints received at our customer service desks and email inboxes will be logged and assigned for actioning by the appropriate member of staff or transferred where necessary. This will ensure that enquiries, feedback and complaint will reach the right person to provide support for your enquiry.

We would like your feedback on our Standards of Service – please contact us to let us know what you think.