Feedback and Performance: Service Standards: Performance

The image above provides a visual report of our performance against our Service Standards. An alternative text version is available above.

The image above provides a visual report of our performance against our Service Standards. An alternative text version is available above.

• In at least 80% of cases, you will receive a response to email enquiries received via Just Ask 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 fifteen university days.
• You will find that satisfaction with our service rates at 88% or higher according to the most recent National Student Survey.
• 70% of your live chats will be answered within 30 seconds.
• At least 95% of enquirers will rate live chat and email responses as good or excellent.

• You will find 90% of new books in stock within 20 working days of receipt
• Your eligible inter-library loan requests will be processed within 3 week days of receipt.

• You will find our spaces open for 100% of our advertised opening hours on our website (Kimberlin and law Libraries, Eric Wood 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.

• All students who engage with learning and academic skills support sessions (in-curriculum and self-selecting) will be offered the opportunity to provide feedback. At least 95% of those who complete the feedback survey will agree that the session has improved their understanding.