|
Selected Service Standards
|
Academic Year
2017 - 18
|
Academic Year
2016 - 17
|
Rating
|
| We aim to open all libraries 100% of their advertised hours | 99% | Not Sampled |  |
| You will not have to wait more than 5 minutes when visiting the InfoZone or Enquiry Desk |
100% (ML Only) |
Not Sampled |  |
| We aim to resolve 80% of InfoZone or Enquiry Desk enquiries at first point of contact, referring in a timely manner the remainder to colleagues with specialist knowledge or to our partners |
99% (ML Only) |
99% (ML Only) |
|
|
We will offer structured information and digital literacy skills sessions to all programmes which will be deemed satisfactory by 95% of sampled attendees |
97% | Not Sampled | |
| 100% of books returned to their home library will be shelved within 1 working day |
100% (ML Only) |
100% (ML Only) |
|
| 95% of Inter Library Loan requests will be processed within 3 working days of receipt | 99% | Not Sampled | |
| 90% of Inter Library Loan requests will be fulfilled within 2 weeks | 96% | Not Sampled | |
|
We aim to respond to all enquiries, feedback and complaints (where contact details are provided) within 5 working days although it is likely you will receive a reply or initial response within 24 hours |
99% (ML Only) |
Not Sampled | |
| You should not have to wait any longer than one minute for an online chat | 90% | 86% | |
| The quality of our online chat responses should average Satisfactory or above | 98% | 99% | |
| We will aim to achieve: At least 90% satisfaction rating on Question 19 in the National Student Survey | 92% |
90%
|
|
Notes
ML Only – Data refers to Main Library only
Working Days – Monday to Friday 9am to 5pm.
(Excludes Christmas Vacation period when the University closes for 2 weeks – Main Library and Robertson Trust Medical Library, Ninewells Hospital remain open as study space only)
Service Standards reviewed and amended November 2018 - comparison made to current standards.
A report on our Service Standards for Academic Year 2017-18 - the standards, how they were measured and our achievement.