We constantly measure our levels of service to make sure we are offering you the best we can.

During summer term 2017 we met or exceeded these targets:

  • Our Library Search service will be available 24/7 100% of the time (except for periods of advertised downtime/maintenance).
  • 95% of open access computers and printer/photocopiers will be operational at any one time. We achieved 98.2%.
  • 90% of all returned material will be re-shelved within 48 hours. We achieved 98.3%.
  • Average time to re-shelve a book is 48 hours. We achieved an average of 20 hours 6 minutes.
  • 80% of face to face enquiries will be resolved at the first point of contact. We achieved 98.4%.

Targets where we came close (within 5% of the target):

  • We will maintain our advertised opening hours for all our libraries 100% of the time. We achieved 99.9%.
  • 100% of requested Archives and Special Collections items will be available to view within one working day. We achieved 99.5%.
  • 100% of written enquiries (including referrals) will be answered within 3 working days. We achieved 98.7% of the time.
  • We will acknowledge and respond to 100% of feedback within 5 working days. We achieved 91.5%
  • 95% of students attending a Library Services skills sessions will agree or strongly agree that they have found the session ‘useful’. We achieved 94.9%

New targets 2017-18

For the new academic year 2017-18 we are making our targets more challenging in order to improve our service to you. New targets are in bold:

  • We will maintain our advertised opening hours for all our libraries 100% of the time
  • Our LibrarySearch service will be available 24/7 100% of the time (except for periods of advertised downtime/maintenance).
  • 95% of open access computers and printer/photocopiers will be operational at any one time
  • 90% of all returned material will be re-shelved within 24 hours
  • 80% of print books will be available within 6 weeks of being ordered
  • 100% of requested Archives and Special Collections items will be available to view within 24-hours of being requested
  • 80% of face to face enquiries will be resolved at the first point of contact
  • We will acknowledge and respond to all forms of written enquiries and feedback within 3 working days
  • We will respond to enquiries via Twitter within 3 hours during opening hours (excludes overnight opening)
  • 95% of students attending a Library Services skills sessions will agree or strongly agree that they have found the session ‘useful’

While you’re here: What do you think about our standards? Are we measuring the right things?  Please let us know.

All comments welcome in person in our libraries, or by email: tellus@arts.ac.libanswers.com

For our Service Commitment and service standards see:

http://www.arts.ac.uk/study-at-ual/library-services/our-services/service-commitment–service-standards/