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Our performance

Results

* Please note that due to the Coronavirus Crisis during spring / summer 2020, some results are taken from data collected from 1 September 2019 to 15 March 2020 instead of the full Academic Year - 1 September 2019 to 31 August 2020. 

Service Standards           
Academic Year
2019 - 20
Rating
Academic Year
2018 - 19
Comparison

 

We aim to open all libraries 100% of their advertised hours 99%* 5 gold stars 99% =  
You will not have to wait more than 5 minutes when visiting the InfoZone or Enquiry Desk

100%*

 

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

96%*

(All enquiry points)

 

4.5 Stars

97%

(All enquiry points)

 

_

 

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

100% =  
We train and develop staff who are friendly, knowledgeable and committed to helping you to get the best from the library service  95% agree  91% agree +  
100% of books returned to their home library will be shelved within 1 working day

100%*

(All Sites)

100%

(All sites)

=  
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 100% 99% +  
We aim to provide a friendly, comfortable and safe study environment 93% agreed  92% agreed +  
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% Acknowledged

100% Responded

(All sites)

=

 

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 100% 99% +  
We aim that 90% of your online chat conversations will be answered within one minute 95% 95% =  
We aim that 90% of your online chat conversations will be resolved 97%

83%

(semester 2 only)

+  
We aim to achieve at least 90% satisfaction rating with the services you receive

88%

 

2.5 Stars

90%

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

93%

 

5 Stars

86%

+  
We aim to achieve at least 90% agreement that we provide a quality library service 94% 91% ​​​​​​​+  
We aim to achieve at least 90% satisfaction rating on Questions 19 in the National Student Survey 91% 4.5 Stars 93% ​​​​​​​_  

Notes

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 

Service Standards Reviews, Amended and Republished January 2020

Service Standards Results Report 2019 - 20

A report on our Service Standards for Academic Year 2019 - 20 - the standards, how they were measured and our achievement.