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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. These can be seen below. We also review our service delivery against these standards, which for 2017-18 can be viewed on the below link.

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 weekdays of being reported to us.


  • 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

  • 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.

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.