Skip to main content

Library Customer Care & Standards

Our Customer Care Statement, Our Values & Principles

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 Library is committed to supporting the University values of Excellence, Creativity and Impact, along with its guiding principles of Working Together, Visibly Leading, Freedom and Opportunity to Succeed, and Responding to current and future challenges. We embrace the principles of equality, diversity and inclusion in order to allow all to reach their full potential.

This commitment informs and shapes our Library values and principles, which are encapsulated by the belief that the customer is at the heart of everything we do.


We offer extensive, high-quality resources and services to facilitate the delivery of an outstanding educational experience.

We encourage our staff to maintain and grow their expertise through our commitment to their professional learning and development.


We consult with and listen to our customers, using their feedback and experience to develop and enhance our services.

We are flexible and innovative in responding to future challenges and evolving customer needs.


We actively engage with the wider University community to facilitate and promote its education, research and public engagement activity.

We deliver excellent customer service by empowering staff to work collaboratively within a supportive and inclusive team environment.

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.

We welcome feedback on our standards.  Are they what is important to you?  Please, Tell us what you think about them.

During 2021/22 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. 96%
2. We will provide an initial response to feedback, enquiries and complaints within 3 working days. 97.4%
3. We will achieve at least 90% satisfaction with responses to enquiries, feedback and complaints. 96.3%
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? 99.98%

* 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 2023.