Information Services

Help Services Key Performance Indicators

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.

2018-19 

Key Performance Indicator (KPI)

How we measure our success
We are committed to achieving at least 88% user satisfaction with our services. Findings from the Survey Kiosk survey of Main Library users; Postgraduate Taught Experience Survey (PTES) and Postgraduate Research Experience Survey (PRES) responses to the question: “I am happy with the level of service I have received from library staff, whether by email/telephone or remotely”; Help services User Satisfaction Survey respondents sampled over 24 months answering the question “Was your enquiry answered or resolved to your satisfaction?”; Annual October Quality Survey at all Helpdesks.
We aim to resolve 90% of your enquiries in person at the first point of contact, referring any that need specialist knowledge to the most appropriate person and in a timely manner. Unidesk Quick Call statistics.
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. Unidesk statistics (not Quick Calls) showing calls resolved within the target duration based on the priority assigned to the call.
We aim to serve users within 5 minutes at service points, Monday to Friday 9am-5pm. Sample surveys at all site libraries taken over 7 days in November and February.
90% of material will be issued by self-service. Statistics derived from the library management system.
90% of material will be discharged by self-service. Statistics derived from the library management system.
Material requested by disabled users will be available for collection within 5 hours, Monday to Friday 9am-5pm. Recorded requests fulfilled within the timescale in the Main Library.