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Feedback and Performance: Service Standards: Performance

Service Standards

Library and Learning Services are committed to providing a high quality customer service. To help us achieve this, we have standards in key areas of service provision against which we measure our performance.

A summary of the 2018-19 results of our performance for key standards can be seen in the Results for 2018-19 box, and a full report for 2018-19 including our results for 2017-18 for comparison is available immediately below.

Results for 2018-19

Customer Service Standards Overview

Customer Service Standards: Resources

  • You will find 90% of new acquisitions available within 20 working days
  • You will find 90% of items returned from loan or used in-house back on the shelf within 48 hours of return or use.
  • Your eligible inter-library loan requests will be processed within 3 week days of receipt.

Customer Service Standards: Support for Learning, Teaching and Research

  • As a student you will be provided with the opportunity for curriculum embedded sessions on academic skills, information capability and Maths. You will also be able to choose from a programme of optional workshops. Academic staff will also be offered information and digital capability sessions. At least 95% of sampled attendees will rate sessions as good or excellent.
  • As a student you will be provided with an appointment or drop-in opportunity with specialist support staff (librarians, Library Disability Team, CLaSS, Maths Learning Centre). Additionally, academic staff will have access to specialist support from CELT and librarians.
  • As a DMU undergraduate, postgraduate taught or foundation student you will be offered an e-induction prior to starting your course.

Customer Service Standards: Customer Service

  • In at least 80% of cases you will receive a response to email enquiries received via JustAsk within 1 hour during serviced hours, and 100% of cases will receive a response within 24 hours (excluding university closed days).
  • You will receive a response to feedback submitted via printed or online feedback forms within ten days.
  • You will find that satisfaction with our service rates at 88% or higher according to the most recent National Student Survey.

Customer Service Standards: Space and Access

  • You will find our spaces open for 100% of our advertised opening hours on our website (Kimberlin and law Libraries, Eric Wood Learning Zone and Greenhouse).
  • You will be able to access the Library website including Library Search for 24 hours a day (excluding essential maintenance where advance notice will be provided).
  • You will find that problems with access to electronic books, journals and databases are investigated within 2 week days of being reported to us.