Information Services

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 annualĀ  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?")