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 2020/21 is shown below. Please note Site libraries were closed January 11-April 26th 2021 due to lockdown. Reduced numbers were on campus till September 2021:

KPIs and Service Targets September-December 2020 (following library closures as a result of March-August lockdown of 2020)
Target Target achieved Resolution rate
New KPI- we resolve 90% of in-person enquiries. (EdHelp desks not included in this measurement for this period.) Yes 99% of enquiries at Helpdesks were dealt with by Site Libraries' staff. 
New KPI-we aim to resolve 90% of enquiries that do not require referral within 8 days. Yes

90% of Site Libraries enquiries resolved within 8 days during this period.

48% of EdHelp enquiries resolved in 1 day in this period, and 12 days for 90% but in period (13 Sept- 3rd October '21 , EdHelp resolved 96% unreferred calls within 8 days.

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 did not take place during this quarter but reduced numbers of students on campus meant that all Helpdesks reported that queues were regularly minimal in this period.


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



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.