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. |