LSE Library staff are committed to giving the very best customer service.
We are dedicated to monitoring and improving the service we provide to all of our customers. We annually review the standards we use to measure our services and report on our performance.
The standards that we measure ourselves against are outlined in the following table:
LSE Library Service Standards table
|
Standard
|
2015/16
|
|
1. We aim to exceed 85% for Q16 in the National Survey of students "Library resources and services are good enough for my needs."
|
85%
|
|
2. We will be open for 99.9% of our advertised staff service opening hours.
|
99.97%
|
|
3. We will provide an initial response to feedback, enquiries and complaints within 3 working days.
|
100%
|
|
4. We aim to ensure that 100% of our customers who respond report that they are satisfied with how their feedback, complaint or enquiry was dealt with.
|
100%
|
|
5. 95% of returned books and print materials will be available to the customers within 24 hours.
|
100%
|
|
6. 85% of print books and 100% of online resources will be available for use in the Library within 4 weeks of ordering. a. Print books; b. Online resources.
|
a. 86% b. 100%
|
|
7. 95% of interlibrary loan requests will be processed within 3 working days.
|
93.3%
|
|
8. 95% of surveyed respondents at timetabled teaching sessions and organised drop-in consultations agreed with the following statement: "As a result of today's session, do you have greater confidence in <using library and information resources (amend according to topic>? (Yes/No)"
|
100%
|
|
9. Library Search will be available for 99% of the year, 24/7.
|
99.93%
|