Measuring our performance

Engagement

These monthly KPIs measure how students interact with our physical library spaces and how we respond to our users’ enquires.

The results are measured in percentages, demonstrating what percentage of the time we met each target. The tables below are split into academic years.

September 2025–present

KPI target	Our physical spaces are visited by 50% of all registered University students each month during term time.	95% of enquiries received via Library email will be responded to within 48 hours.	We aim to respond to all webchat requests within 60 seconds 80% of the time.
September	N/A*	89.6%	76.1%
October	68.8%	89.4%	68.5%

*A result is not available for this target in this month as it falls outside of term time.

September 2024–August 2025

KPI target	Our physical spaces are visited by 50% of all registered University students each month during term time.	95% of enquiries received via Library email will be responded to within 48 hours.	We aim to respond to all webchat requests within 60 seconds 80% of the time.
September	N/A*	90.6%	66%
October	68.5%	90.7%	67.6%
November	68.7%	92.1%	52.5%
December	53.4%	84.1%	61.9%
January	49.5%	93%	61.8%
February	59.1%	90.2%	61.9%
March	60.8%	90.7%	53.2%
April	46.9%	86.9%	54%
May	59.3%	88.2%	55.6%
June	N/A*	88.8%	53.1%
July	N/A*	90.5%	60.6%
August	N/A*	81.3%	66.1%

*A result is not available for this target in this month as it falls outside of term time.

June 2024–August 2024

KPI target	Our physical spaces are visited by 50% of all registered University students each month during term time.	95% of enquiries received via Library email will be responded to within 48 hours.	We aim to respond to all webchat requests within 60 seconds 80% of the time.
June	N/A*	92.8%	76.9%
July	N/A*	95.3%	63.1%
August	N/A*	91.2%	61.2%

*A result is not available for this target in this month as it falls outside of term time.