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)


We follow Key Performance Indicators for achieving high levels of customer satisfaction, responding in good time to enquiries, feedback and complaints, and maintaining advertised opening hours. Each KPI has a service target.

Local: 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 2016/17 is shown below:

KPIs and Service Targets 2016/17
Target Target achieved Resolution rate
We aim to resolve 60% of your enquiries by email within 1 day, and 85% within 7 days, referring any that need specialist knowledge to the most appropriate person and in a timely manner. Yes 7,233 calls: 4,828 resolved in 1 working day (66.7%), 6345 in 7 days (87.7%).
90% of material will be issued by self-service. Yes 95% of material was issued by self-service - 412,976 of 434,223 issues.(Aug-May)
90% of material will be discharged by self-service. Yes 94% of material was discharged by self-service - 400,105 of 423,770 discharges.(Aug-May)
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 100% of requests were satisfied within these conditions - 39 out of 39 requests. A further 6 requests that didn't make the deadline, all of them involved transferring books from outwith the Main Library. For all books requested from the Main Library stock, 100% were collected within target.
We aim to serve users within 5 minutes at service points, Monday to Friday 9am-5pm.

Yes at 8 of 9 Library Helpdesks, target not met once at Main Library.

  • Queue monitoring took place at hourly intervals on 6, 7, 8, 9 and 10th March 2017 at all service points.
  • Main Library Helpdesk did not meet the target on 1 occasion on 9th March 2017.
  • All Sites met the target .


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

Help Services Service Reports

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.