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Customer Service Standards

We have developed the following standards so that you know what level of service you can expect when using the Library. We will report on these standards quarterly and review them annually to monitor and improve our services. 

We hope that the standards will:

  • help our users understand what they can expect in using the Library
  • help us to understand how we are doing better and identify areas for improvement
  • help us reach our target of achieving at least 90% satisfaction rating for library resources in the National Student Survey

If you have any thoughts or feedback on the standards, would like to know more (or even suggest new ones!) please contact us.

How did we do?

What we said

How we did

Our standards

July - September 2023

October - December 2023

Published opening hours will be maintained 95% of the time

90% of students who provide feedback after information skills sessions agree that the session has improved their understanding of using Library services and resources

80% of enquiries are resolved at first point of contact 

100% of referred enquiries to the Library Second Line Support team will be responded to within one working day Monday - Friday 

85% of approved ILL requests made via the Request Service will be supplied within 2 weeks 

The Library website will be available for 98% of the time

Library Search will be available for 98% of the time

The AKLC will be checked on a daily basis and any maintenance or facilities issues reported to Estates within 24 hours Monday-Friday

Nearly! We’re working on processes to ensure this happens.

This happened 70% of the time. We'll try to do better!

Any reported faults with open access PCs in the AKLC will be reported and logged with IT within 24 hours Monday - Friday