Library standards and KPIs

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

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. Core standards currently include:

  • To serve 90% or customers at the Issue Desk within three minutes
  • To shelve 95% of all returned books within fifteen working hours of return from loan
  • To check all IT equipment in the main University Library on a daily basis
The Library also endeavours to take full account of the opinions of its customers in planning and developing its services. In addition to receiving and responding to informal feedback, regular large-scale surveys are run to gain a systematic and wide-ranging view of customer's interests and priorities.
Recent surveys have been carried out using web-based questionnaires and a survey methodology developed by Priority Research Limited. The results of the surveys, and action plans arising from them, feed directly into the Library's planning processes.

A complete set of standards and results for the period August 2009 to January 2010 is available here.