Skip to Main Content
It looks like you're using Internet Explorer 11 or older. This website works best with modern browsers such as the latest versions of Chrome, Firefox, Safari, and Edge. If you continue with this browser, you may see unexpected results.
DMU Home DMU Home LLS Home
LLS logo

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 2020-21 results of our performance for key standards can be seen below. These are provided as a pdf text version, and as an image.

Feedback on our standards are welcome and can be submitted using our feedback form

Results for 2020-21

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

Results for 2020-21

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

Customer Service Standards: Customer Service

  • 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 ten 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.

Customer Service Standards: Resources

  • 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.

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.

Customer Service Standards: Support for Learning and Teaching

  • 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.