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Our performance: Academic Year 2017-18

Results and Comparisons

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.

Service Standards Results Report 2017-18

A report on our Service Standards for Academic Year 2017-18 - the standards, how they were measured and our achievement.