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 (You said, we did) derived from:- findings from the Survey Kiosk survey of Main Library users; 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; Pop up Library events; focus groups; customer journey maps);Comments collected from all of our library sites' graffiti boards ; Comments from library suggestion forms; Results from annual October Quality Survey.
We will meet your information needs in an informed, friendly and respectful manner. Findings from the Survey Kiosk survey of Main Library users; complaints logged under the University Complaints Handling Procedure; free text comments to national and institutional surveys; Help services User Satisfaction Survey respondents sampled over 24 months answering the question “Were our staff helpful and courteous?”; Comments collected from all of our library sites' grafitti boards; Comments from library suggestion forms; Results from annual October Quality Survey.
We will communicate with you clearly, accurately and in a timely way. Findings from the Survey Kiosk survey of Main Library users; free text comments to national and institutional surveys; Help services User Satisfaction Survey respondents sampled over 24 months answering the questions “Did our staff use language which you could understand?” and “Was your enquiry answered or resolved in a timely fashion?”; 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 October Quality Survey.