|
Selected Service Standards
|
Academic Year
2016 -17
|
Academic Year
2015 -16
|
Rating
|
| Infozone Staff will resolve 80% of enquiries at first point of contact, referring the other 20% to appropriate colleagues |
99% (ML Only) |
99% (ML Only) |
 |
| You should not have to wait any longer than one minute for an online chat |
86% |
78% |  |
| The quality of our online chat responses should average Satisfactory or above |
99% |
Not Sampled |
|
| We will undertake a comprehensive survey of all users on an annual basis. We will aim to achieve: At least 90% satisfaction rating for the services customers receive | 89% | No Survey | |
|
We will undertake a comprehensive survey of all users on an annual basis. We will aim to achieve: At least 90% satisfaction rating for responses to customer enquiries, feedback and complaints |
78% |
No Survey |
 |
| We aim to achieve: At least 90% satisfaction rating on Question 19 in the National Student Survey (Question 16 for previous year) | 90% | 94% | |
| We aim to achieve: At least 90% satisfaction rating on the library question of the Postgraduate Taught Experience Survey | 86% | 85% | |
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 published 2016, reviewed and amended November 2018
A report on our Service Standards for Academic Year 2016-17 - the standards, how they were measured and our achievement.