Leeds University Library

Targets and service standards


We have established a set of targets for our core services which we express in the form of Key Performance Indicators (KPIs). 

Our targets relate to: 


Customer satisfaction

We will achieve at least a 90% satisfaction rating on Question 16 in the National Student Survey "Library resources and services are good enough for my needs".

  • 2015/16: 92%
  • 2014/15: 94%
  • 2013/14: 93%
  • 2012/13: 92%

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.

  • 2015: 1st (out of four participating libraries)
  • 2013: 2nd
  • 2011: 1st

Opening hours

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

  • 2015/16: 100%
  • 2014/15: 100%
  • 2013/14: 100%
  • 2012/13: 99.7%

Study space

We will be in the top three of Russell Group universities participating in the LibQual Survey for providing quiet space for individual study.

  • 2015: 1st (out of four participating libraries)
  • 2013: 1st
  • 2011: 1st
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.
  • 2015: 1st (out of four participating libraries)
  • 2013: 2nd
  • 2011: 1st

Enquiries and feedback

We will acknowledge all feedback, enquiries and complaints within one working day (where contact details are provided) and will provide an initial response within three working days.

2015/16
Acknowledged within one working day: 100%
Resolved within three working days: 92%

2014/15
Acknowledged within one working day: 100%
Resolved within three working days: 91%

2013/14: 81%
2012/13: 89%

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

2015/16: 91%

2014/15: qualitative feedback surveys have provided interim measures, new system due for quantitative measurement

Access to resources

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.

  • 2015: 2nd (out of four participating libraries)
  • 2013: 1st (UG), 1st (PG), 2nd (academic staff)
  • 2011: 1st (UG), 1st (PG), 1st (academic staff)

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.

  • 2015: 1st (out of four participating libraries)
  • 2013: 1st (UG), 4th (PG), 3rd (academic staff)
  • 2011: 1st (UG), 1st (PG), 2nd (academic staff)

For reading lists submitted by the advertised deadline, we will ensure that at least 90% of books are on the shelves/online resources available to consult within 4 weeks (for items which are available to purchase).

  • 2015/16: 86%
  • 2013/14: 92%
  • 2012/13: new

We will ensure that at least 90% of returned items are available to customers within 24 hours.

  • 2015/16: Brotherton, 80%; Edward Boyle, 95%; Health Sciences, 96%; Laidlaw, 89%
  • 2014/15: Brotherton, 88%; Edward Boyle, 75%; Health Sciences, 99%
  • 2013/14: Brotherton, 80%; Edward Boyle, 63%; Health Sciences, 85%
  • 2012/13: Brotherton, 57%; Edward Boyle, 50%; Health Sciences, 100%

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.

  • 2015/16: 93%
  • 2014/15: 93%
  • 2013/14: 86%
  • 2012/13: 85%

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

  • 2015/16: 100%
  • 2014/15: 100%
  • 2013/14: 100%
  • 2012/13: 100%

Academic skills

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?"

  • 2015/16: 97%
  • 2014/15: 97.5%
  • 2013/14: 98%
  • 2012/13: 99%

These targets are monitored on an ongoing basis.