The University library is committed to providing a high quality of service and to the principle of continuous improvement.
The University library's Customer Care Statement describes our commitment to a high quality service and how you can help us achieve it.
Newcastle University Library is proud to hold the Customer Service Excellence Award.
Customer Service Excellence (CSE) is the UK national standard for customer service delivery. The standard provides an independently verified framework, enabling the Library to measure and continuously improve its services. The Library has held the standard since 1995 from its original incarnation as the Charter Mark to its recent Customer Service Excellence reaccreditation in 2016.
The University library is committed to providing you with a high quality service and to continuous improvement. The following key activities are measured and reported as core performance standards.
During 2017/18 we used 11 standards to judge our performance.
Service Standard | Result | How we did |
1. We will achieve at least a 90% satisfaction rating on Question 16 (the Library question) in the National Student Survey | 91% | ![]() |
2. We will be open for at least 99% of our advertised staffed service opening hours, during semester or term time. | 100% | ![]() |
3. We will acknowledge 90% of all feedback, enquiries and complaints within 1 working day (where contact details are provided) and will provide an initial response within 3 working days. | Acknowledgement 100%. Iinitial response 96.5% | ![]() |
4. We will achieve at least 90% satisfaction with responses to enquiries, feedback and complaints | 97% | ![]() |
5. We will ensure that at least 90% of returned books are available to customers within 24 hours. | 100% | ![]() |
6. For books ordered, we will ensure that at least 90% of orders are processed within 5 working days and books are available on shelves within 10 working days of receipt. | Orders: 100% Shelved: 100% |
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7. We will process at least 90% of inter-library loan requests within 3 working days of receiving the request. | 100% | ![]() |
8. We will achieve at least 90% rating on our timetabled teaching sessions and organised drop-in clinics on the following question: "Do you think what you've learned on the session today will be useful to you in the future" | 96.9% | ![]() |
9. Library Search will be available for 90% of the time. | 99.96% | ![]() |
10. We will respond to at least 95% of ebook loan requests within 1 working day. | 100% | ![]() |
11. At least 95% of the time there will be daily checks of learning environment defects and cleanliness. At least 95% of building defects will be reported to the University's Estate Support Service within one working day. | 100% | ![]() |
During 2016/17 we used 11 standards to judge our performance.
Service Standard | Result | How we did |
1. We will achieve at least a 90% satisfaction rating on Question 16 (the Library question) in the National Student Survey | 93% | ![]() |
2. We will be open for at least 99% of our advertised staffed service opening hours, during semester or term time. | 100% | ![]() |
3. We will acknowledge 90% of all feedback, enquiries and complaints within 1 working day (where contact details are provided) and will provide an initial response within 3 working days. | Acknowledgement 100%. Feedback & complaints initial response 81%. Library Help initial response 97% | ![]() |
4. We will achieve at least 90% satisfaction with responses to enquiries, feedback and complaints | 95% | ![]() |
5. We will ensure that at least 90% of returned books are available to customers within 24 hours. | 100% | ![]() |
6. For books ordered, we will ensure that at least 90% of orders are processed within 5 working days and books are available on shelves within 10 working days of receipt. | Orders: 100% Shelved: 100% |
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7. We will process at least 90% of inter-library loan requests within 3 working days of receiving the request. | 100% | ![]() |
8. We will achieve at least 90% rating on our timetabled teaching sessions and organised drop-in clinics on the following question: "Do you think what you've learned on the session today will be useful to you in the future" | 96% | ![]() |
9. Library Search will be available for 90% of the time. | 100% | ![]() |
10. We will respond to at least 95% of ebook loan requests within 1 working day. | 100% | ![]() |
11. At least 95% of the time there will be daily checks of learning environment defects and cleanliness. At least 95% of building defects will be reported to the University's Estate Support Service within one working day. | 100% | ![]() |
During 2015/16 we used 11 standards to judge our performance.
Service Standard | Result | How we did |
1. We will achieve at least a 90% satisfaction rating on Question 16 (the Library question) in the National Student Survey | 93% | ![]() |
2. We will be open for at least 99% of our advertised staffed service opening hours, during semester or term time. | 100% | ![]() |
3. We will acknowledge 90% of all feedback, enquiries and complaints within 1 working day (where contact details are provided) and will provide an initial response within 3 working days. | Acknowledgement 100%. Feedback & complaints initial response 75%. Library Help initial response 97% | ![]() |
4. We will achieve at least 90% satisfaction with responses to enquiries, feedback and complaints | 93% | ![]() |
5. We will ensure that at least 90% of returned books are available to customers within 24 hours. | 100% | ![]() |
6. For books ordered, we will ensure that at least 90% of orders are processed within 5 working days and books are available on shelves within 10 working days of receipt. | Orders: 67%* Shelved: 82% |
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7. We will process at least 90% of inter-library loan requests within 3 working days of receiving the request. | 100% | ![]() |
8. We will achieve at least 90% rating on our timetabled teaching sessions and organised drop-in clinics on the following question: "Do you think what you've learned on the session today will be useful to you in the future" | 97% | ![]() |
9. Library Search will be available for 90% of the time. | 88%* | ![]() |
10. We will respond to at least 95% of ebook loan requests within 1 working day. | 99% | ![]() |
11. At least 95% of the time there will be daily checks of learning environment defects and cleanliness. At least 95% of building defects will be reported to the University's Estate Support Service within one working day. | 100% | ![]() |
* Delays and downtime due to new system upgrade.
During 2014/15 we used 10 standards to judge our performance.
Service Standard | Result | How we did |
1. We will achieve at least a 90% satisfaction rating on Question 16 (the Library question) in the National Student Survey | 93% | ![]() |
2. We will be open for at least 99% of our advertised staffed service opening hours, during semester or term time. | 100% | ![]() |
3. We will acknowledge all feedback, enquiries and complaints within 1 working day (where contact details are provided) and will provide an initial response within 3 working days. | Acknowledgement 100%. Feedback & complaints initial response 72%. Library Help initial response 97.5% | ![]() |
4. We will achieve at least 90% satisfaction with responses to enquiries, feedback and complaints | 92% | ![]() |
5. We will ensure that at least 90% of returned books are available to customers within 24 hours. | 97% | ![]() |
6. For books ordered, we will ensure that at least 90% of orders are processed within 5 working days and books are available on shelves within 10 working days of receipt. | Orders: 99% Shelved: 97% |
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7. We will process at least 90% of inter-library loan requests within 3 working days of receiving the request. | 100% | ![]() |
8. We will achieve at least 90% rating on our timetabled teaching sessions and organised drop-in clinics on the following question: "Do you think what you've learned on the session today will be useful to you in the future" | 97% | ![]() |
9. We will respond to at least 95% of ebook loan requests within 1 working day. | 100% | ![]() |
10. At least 95% of the time there will be daily checks of learning environment defects and cleanliness. At least 95% of building defects will be reported to the University's Estate Support Service within one working day. | 100% | ![]() |
The Library's Customer Care Statement complements these standards, describing our commitment to a quality service and how you can help us achieve it.