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Our performance: Academic Year 2016-17

Results and comparisons

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

Service Standards Results Report 2016-17

A report on our Service Standards for Academic Year 2016-17 - the standards, how they were measured and our achievement.