Information Services

Service standards

Our service standards provide our users with an indication of the level of service they can expect from us in a number of key areas. They are monitored, reviewed and reported regularly in order to improve the delivery of our services.

Library Helpdesks' Customer Charter

Our Library Helpdesks' Customer Charter is our commitment to users to deliver a quality service.

Local Standards: Help Services Section

Local standards set out the manner and timeliness of our service delivery and how we will learn from your feedback to improve our services.

Key Performance Indicators (KPIs)

 Help Services Section

We set local Key Performance Indicators and service targets for achieving high levels of customer satisfaction, resolving enquiries at first point of contact and serving users in a timely manner, and for usage of key services.


Our success in achieving Key Performance Indicators and service targets in 2022/23 is shown below for the period January 1st-May 31st 2023:

Target Target achieved Resolution rate
New KPI- we resolve 90% of in-person enquiries.  Yes 99.9% of enquiries at EdHelp & Site Libraries' Helpdesks were dealt with by staff.
New KPI-we aim to resolve 90% of enquiries that do not require referral within 8 days. Yes

97% of EdHelp non-referred and not in-person enquiries resolved within 8 days during this period.

98% of Site Helpdesks non-referred and not in-person enquiries resolved within 8 days during this period.


95% of material requested by disabled users within the Main Library will be available for collection within 5 hours, Monday to Friday 9am-5pm. Yes 95.5% of requests were satisfied within these conditions - Only 1 out of 22 requests in this period was not collected within 5 hours  of request.
We aim to serve users within 5 minutes at service points, Monday to Friday 9am-5pm.


  • Queue monitoring took place at all Site Helpdesks, including EdHelp in March 2023. Across all 10 sites there was a possible 400 time slots monitored and only in 3 of these slots at the Main Library was the waiting time of 5 minutes exceeded 


Feedback on users' responses in surveys help us to shape future service improvements.

Help Service Satisfaction Surveys


Give us your feedback

How to comment on, make suggestions or complain about Information Services and how we will respond in accordance with the University Complaints Handling Procedure.