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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 2019-20 results of our performance for key standards can be seen in the Results for 2019-20 box, and a full report for 2019-20 including our results for 2018-19 for comparison is available immediately below.

Results for 2019-20

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.