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:
|Standard ||Method||2015/16 ||2016/17||2017/18|
| 1. We aim to achieve at least 85% for Q16 in the National Survey of students "Library resources and services are good enough for my needs."
||The score is taken from the NSS results issued in September each year.
| 2. We will be open for 99.9% of our advertised staff service opening hours.
||We maintain a log of any unplanned closures excluding any planned closures, where at least 24 hours' notice has been given, and partial closures (eg: where one service point has been closed in the Library but the Library as a whole remains open). We compare unplanned closures against total opening hours to find the percentage.
| 3. We will provide an initial response to feedback, enquiries and complaints within 2 working days.
||Calculated manually based on a sample of email responses to feedback enquiries and complaints. Data is collected during two sample weeks in Michaelmas and Lent terms.
| 4. We aim to ensure that 90% of our customers who respond report that they are satisfied with how their feedback, complaint or enquiry was dealt with.
||Calculated via an email survey for email enquiries with a simple Yes/No response. Data is collected during two sample weeks in Michaelmas and Lent terms.
| 5. We aim to ensure that 95% of returned books and print materials will be available to the users within 24 hours.
||Markers are placed in items bound for each of the floors in the Library and used to determine how long it takes for each item to return to the shelves. Data is collected during two sample weeks in Michaelmas and Lent terms.
| 6a. We aim to ensure that 85% of print books will be received on our Library Management System within 4 weeks of ordering.
6b. We aim to ensure that 100% of online resources will be activated within 4 weeks of ordering.
|Print items receipted on the Library Management System and all online resources activated are tracked back to the date items were ordered to provide an average time. Items which are out of print or otherwise not available are excluded. Data is collected during two sample weeks in Michaelmas and Lent terms.
||a. 86% b. 100%
||a. 92% b. 100%
| 7. We aim to ensure that 95% of interlibrary loan requests will be processed within 3 working days.
||Data is collected via our Library Management System.
| 8. We aim to ensure that 90% of surveyed respondents at timetabled teaching sessions and organised drop-in consultations agree with the following statement: "As a result of today's session, do you have greater confidence in using library and information resources? (Yes/No)"
||Data is collected manually via evaluation forms distributed to attendees at Library teaching sessions.
| 9. We aim to ensure that Library Search is available for 99% of the year, 24/7.
||Data is obtained from our discovery system supplier.