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Library Customer Care & Standards

Library Customer Care & Standards

Our Customer Care Statement, Our Values & Purposes

Customer Care Statement

In your Library you can expect that:

  • We will offer you a friendly, courteous and professional service
  • We will provide you with a comfortable, clean and safe learning environment
  • We will provide high quality resources and services available 24/7 with expert support available at core times to help you
  • We aim to meet your individual needs and offer a personalised service
  • We will aim to provide you with relevant and accurate information on our services in a timely manner
  • We will publicise our service standards and use them to ensure we are meeting our objectives and continuously improving
  • We will respond to your feedback and use it to innovate and enhance our services, endeavouring to anticipate your needs

You can help by:

  • Respecting other Library members and university staff
  • Looking after the Library environment; using the bins and recycling containers to tidy your study space.
  • Talking to us if you are finding it difficult to obtain resources in your subject area.
  • Carrying your smartcard with you at all times and understanding why we ask to see your card
  • Regularly checking your University email account and responding to Library communications.
  • Telling us what we are doing well and where we could improve.
  • Providing feedback to improve our services

The Library's values and operating principles

  • The customer is at the heart of everything we do
  • We are dedicated to providing a friendly, professional and efficient service
  • We are flexible and innovative, ensuring that customer needs are met and exceeded
  • Through training and personal development we ensure the continued excellence and expertise of our staff
  • Our supportive and inclusive team environment encourages all staff to contribute and have a voice
  • We actively engage with the wider community to share, collaborate and inspire
  • We are enthusiastic to support the wider interests of the University and to enhance its reputation
  • We promote accessibility, equality and diversity in all our services

Library standards

Performance against Library Standards

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 2020/21 we used 6 standards to judge our performance.

Service Standard Result
1. This learning material/session/workshop/ interaction has contributed to my knowledge, skills and / or personal development. 99%
2. We will provide an initial response to feedback, enquiries and complaints within 3 working days. 96%
3. We will achieve at least 90% satisfaction with responses to enquiries, feedback and complaints. 99%
4. 95% of e-book orders will be activated for access within 5 days of ordering.* 100%
5. We will process at least 90% of inter-library loan requests within 3 working days of receiving the request. 100%
6. What percentage uptime did you record for your main discovery/library catalogue system? 99%

* Individual ebook titles

Library standards for previous years

Customer Service Excellence

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 2019.