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 |
|---|---|---|---|
| Our physical spaces are visited by 50% of all registered University students each month during term time. | 29.98% | 18.18% | 18.10%
|
| 95% of enquiries received via Library Chat will be responded to within 48 hours. | 92.80% | 95.30% | 91.92% |
| We aim to respond to all webchat requests within 60 seconds. | 47.83% | 65.18% | 60.39% |
Availability
These monthly targets measure how successful we are in making our physical and online library services available.
| KPI target | June | July | August |
|---|---|---|---|
| Key online library systems (such as the library catalogue) will be available 99% of the time. | 100% | 99.70% | 100% |
| Access to physical library spaces and resources will be available 99% of advertised opening hours. | 100% | 100% | 100% |
| Access to Special Collections Research Centre and Galleries will be available 95% of advertised opening hours. | 94.80% | 100% | 99% |
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 |
|---|---|---|---|
| 95% of scheduled skills workshops will take place as planned. | 100% | 100% | 100% |
| 95% of our skills workshop participants who leave feedback confirm they have left the session having learnt something. | 100% | 100% | 100% |
National Student Survey
The National Student Survey happens annually. We aim to exceed the sector average (89.8% in 2024) for the metric directly relating to libraries: “How well have the library resources (eg books, online services and learning spaces) supported your learning?”
| National student survey metric | 2024 |
|---|---|
| How well have the Libraries' resources (eg books, online services and learning spaces) supported students’ learning? | 90.90% |
Library Life Pulse Survey
These metrics are measured bi-annually, based on the findings of the Library Life Pulse Survey. We aim to match or exceed our previous user impact scores in the following areas:
| LIbrary survey key metric | 2022 | 2024 |
|---|---|---|
| The Library has helped me to develop the skills I need for my studies/research/my role. | 67% | 73% |
| It is easy to access help and support when I am in the Library building(s). | 79% | 84% |
| The Library helps me to feel part of a community of staff and students. | 66% | 72% |