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.
2024-25
|
Key Performance Indicator (KPI) |
How we measure our success |
|---|---|
| We are committed to achieving at least 95% user satisfaction with our services. ( up from 90% previously) | Postgraduate Taught Experience Survey (PTES) & Unidesk Feedback report responses to the questions: “I am happy with the level of service I have received from library staff, whether by email/telephone or remotely” and " Overall, how satisfied are you with the level of service you received to answer your enquiry?" respectively; Annual Quality Survey at all Helpdesks and responses to the question: " Overall, were you happy with the quality of the service today?". |
| We aim to resolve 95% 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. (up from 90% previously) | Unidesk Quick Call statistics. |
| We aim to resolve 95% of your enquiries that can be resolved by Help Services without referral to specialist knowledge within 8 days. (up from 90% previously) | 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. |
| 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. |
| NEW- Missed chats will represent no more than 15% over whole of live chat advertised service period. | Live chat statistics over service period, Monday-Friday, 9.15am-4.30pm. |