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.
| Standard | How we measure our success |
|---|---|
| We will always listen to you and use your feedback to improve our services. | Actions derived from:- findings from learning points from complaints logged under the University Complaints Handling Procedure; survey results and free text comments to national and institutional surveys; direct user engagement (eg EUSA liaison);Comments collected from all of our library sites' graffiti boards ; Comments from library suggestion forms; Results from annual Quality Survey (in response to the question:" Overall, were you happy with the quality of our service today?-free text comment invited.) |
| We will meet your information needs in an informed, friendly and respectful manner. | Findings from complaints logged under the University Complaints Handling Procedure; free text comments to national and institutional surveys; Comments collected from all of our library sites' grafitti boards; Comments from library suggestion forms; Results from annual Quality Survey (in response to the question:"Did you receive a friendly welcome at the Helpdesk ?" and " Were staff knowledgeable about your enquiry?") |
| We will communicate with you clearly, accurately and in a timely way. | Findings from the free text comments to national and institutional surveys; Unidesk statistics showing calls resolved within the target duration based on the priority assigned to the call; Comments collected from all of our library sites' grafitti boards; Comments from library suggestion forms; Results from annual Quality Survey (in response to the questions: "Were you happy with time taken to answer your question ?" and "Were you happy with the communication today between staff and yourself?") |