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Targets and service standards

We've established a set of targets for our core services and monitor them regularly.

Our targets for 2016/17 relate to:

The data below is for the academic year 2016/17. However, the LibQual Survey is not performed every year so the data is from the most recent survey results, as indicated.

Customer satisfaction

Target: We will achieve at least a 90% satisfaction rating on Question 19 in the National Student Survey "The library resources (eg books, online services and learning spaces) have supported my learning well"
Achieved: 93%

Target: We will be in the top 3 of Russell Group universities participating in the LibQual Survey for overall satisfaction with the quality of service provided by the Library
Achieved: 1st (out of four participating libraries, 2015)

Opening hours

Target: We will be open for at least 99% of our advertised staff service opening hours, during semester or term-time.
Achieved: 100%

Study space

Target: We will be in the top three of Russell Group universities participating in the LibQual Survey for providing quiet space for individual study.
Achieved: 1st (out of four participating libraries, 2015)

Target: We will be in the top three of Russell Group universities participating in the LibQual Survey for providing space for group learning and group study.
Achieved: 1st (out of four participating libraries, 2015)

Enquiries and feedback

Target: We will acknowledge all feedback, enquiries and complaints within one working day (100%) and aim to resolve at least 90% of these within three working days.
Achieved:
Acknowledged within one working day: 100%
Resolved within three working days: 94%

Target: We will achieve at least 90% satisfaction with responses to enquiries, feedback and complaints.
Achieved: 93%

Access to resources

Target: 80% of books on reading lists will be on the shelves or online within 4 weeks (provided the lists have been submitted by the advertised deadline and the items are available to purchase).
Achieved: 90%

Target: We will ensure that at least 90% of returned items are available to customers within 24 hours.
Achieved: Brotherton, 90%; Edward Boyle, 70% (undergoing refurbishment so limited access to items); Health Sciences, 95%; Laidlaw, 92%.

Target: We will ensure that 98% of available items held in Library stores will be accessible within 48 hours of a request being made, Monday to Friday.
Achieved: 93%

Target: We will process at least 90% of document supply requests within three working days of receiving the request.
Achieved: 100%

Target: We will be in the top three of Russell Group universities participating in the LibQual Survey for providing access to printed library materials needed for work.
Achieved: 2nd (out of four participating libraries, 2015)

Target: We will be in the top three of Russell Group universities participating in the LibQual Survey for providing access to electronic resources needed for work.
Achieved: 1st (out of four participating libraries, 2015)

Academic skills

Target: We will achieve at least 90% positive rating on our timetabled teaching sessions and organised drop-in clinics on the following question: "Do you think what you have learned on the session today will be useful to you in the future?
Achieved: 98%