Measuring our performance
We strive to provide the best possible services and resources to our community in line with our core values and strategic goals.
We have a set of key performance indicators (KPIs), which are measurable values that tell us how effectively we are achieving our service objectives. By regularly monitoring our performance, we can track progress, identify areas for improvement and take action to enhance the library experience for all our users.
Our results to date are below. We started collecting this data in June 2024 and will update it regularly.
Engagement
These monthly KPIs measure how students interact with our physical library spaces and how we respond to our users’ enquires.
| KPI target | June | July | August | September |
|---|---|---|---|---|
| Our physical spaces are visited by 50% of all registered University students each month during term time. | Not term time | Not term time | Not term time
|
33.60% |
| 95% of enquiries received via email (library@leeds.ac.uk) will be responded to within 48 hours. | 92.80% | 95.30% | 91.92% | 90.57% |
| We aim to respond to all webchat requests within 60 seconds on average. | 47.83 | 65.18 | 60.39 | 70.66 |
Availability
These monthly targets measure how successful we are in making our physical and online library services available.
| KPI target | June | July | August | September |
|---|---|---|---|---|
| Key online library systems (such as the library catalogue) will be available 99% of the time. | 100% | 99.70% | 100% | 99.89% |
| Access to physical library spaces and resources will be available 99% of advertised opening hours. | 100% | 100% | 100% | 100% |
| Access to Special Collections Research Centre and Galleries will be available 95% of advertised opening hours. | 94.80% | 100% | 99% | 100% |
Academic support
These monthly KPIs measure how well we provide our academic skills workshops and how effective students find these sessions.
| KPI target | June | July | August | September |
|---|---|---|---|---|
| 95% of scheduled skills workshops will take place as planned. | 100% | 100% | 100% | 100% |
| 95% of our skills workshop participants who leave feedback confirm they have left the session having learnt something. | 100% | 100% | 100% | 100% |
National Student Survey
The National Student Survey happens annually.
KPI target: exceed the sector average of 89.8% for Q20: “How well have the library resources (eg books, online services and learning spaces) supported your learning?”
2024 result: 90.9%
Library Life Pulse Survey
These metrics are measured biennially, based on the findings of the Library Life Pulse Survey.
KPI target: exceed the 2022 result of 67% for the question “The Library has helped me to develop the skills I need for my studies/research/my role.”
2024 result: 73%
KPI target: exceed the 2022 result of 79% for the question "It is easy to access help and support when I am in the Library building(s)."
2024 result: 84%
KPI target: exceed the 2022 result of 66% for the question "The Library helps me to feel part of a community of staff and students."
2024 result: 72%
KPI target: exceed the 2022 result of 85% for the question "How satisfied or dissatisfied are you with your University Library?.”
2024 result: 88%