Customer service

The University library is committed to providing a high quality of service and to the principle of continuous improvement.

Library standards and Key Performance Indicators (KPIs)

In support of these aims, each area of the library has adopted a standards-based approach to service delivery. A number of key activities are measured and reported as core performance standards, which are regularly reviewed and revised.

Newcastle University Library Standards

Customer Care Policy

  • We will put our users at the centre of our service
  • We will create a service responsive to our users' needs
  • We will treat our users with respect and courtesy
  • We aim to provide a helpful and friendly service
  • We wear name badges and will give our names to our users
  • We will provide the fullest possible service at all times within the constraints of available resources
  • We are aware of and assist users with special needs; for example: part-time users, users with young children, users with disabilities and users whose first language is not English
  • We publicise our services and opening hours and keep library users informed of changes
  • We display library rules and regulations
  • We provide customer care training for library staff
  • We train our staff to provide a quality service
  • We provide a Tell us what you think form for comments, and undertake regular surveys of user opinion
  • We reply to signed comments within five working days
  • We will use comments and suggestions to help us to improve our service