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Our performance: Academic Year 2018-19

Results

Service Standards           
Academic Year
2018-19
Rating
Academic Year
2017-18
Comparison
We aim to open all libraries 100% of their advertised hours 99% 99% =
You will not have to wait more than 5 minutes when visiting the InfoZone or Enquiry Desk

100%

(ML only)

100%

(ML only)

=
We aim to resolve 90% 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

97%

(All enquiry points)

99%

(ML only)

 

 

 

99%

(ML Only)

 

 

=

90% of students attending a digital skills session will agree that what they have learned will be useful in the future 100%

97% +
We train and develop staff who are friendly, knowledgeable and committed to helping you to get the best from the library service  22 Training & Development Sessions 17 Training & Development Sessions +
100% of books returned to their home library will be shelved within 1 working day

100%

(All Sites)

100%

(ML Only)

=
95% of Inter Library Loan requests will be processed within 3 working days of receipt 99% 99% =
90% of Inter Library Loan requests will be fulfilled within 2 weeks 99% 96% +
We aim to provide a friendly, comfortable and safe study environment 92% agreed  Not Sampled  
If contact details are provided, we will acknowledge all enquiries, feedback and complaints within 1 working day and will provide an initial response within 3 working days

99% Acknowledged

100% Responded

(All sites)

99%

(ML Only)

+

 

We aim for at least 90% of calls to our General Enquiry telephone number (01382 384087) to be answered within 5 rings and have a voicemail facility for calls received out with our help service hours 99% Not Sampled  
When using our online chat service you should not have to wait any longer than 1 minute for an online chat 95% 90% +
The quality of our online chat responses should average Satisfactory or above 98% 98% =
We will aim to achieve at least 90% satisfaction rating with the services you receive

90%

 

89% in Jan 2017

+
We will aim to achieve at least 90% satisfaction rating for responses to customer enquiries, feedback and complaints

86%

 

78% in Jan 2017

+
We aim to achieve at least 90% agreement that we provide a quality library service 91% Not sampled  
We aim to achieve at least 90% satisfaction rating on Questions 19 in the National Student Survey 93% 92% +

Notes

Working Days – Monday to Friday 9am to 5pm.

ML only - Data refers to Main Library only

(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

Service Standards Results Report 2018-19

A report on our Service Standards for Academic Year 2018-19 - the standards, how they were measured and our achievement.