|
Service Standard
|
Academic Year
2021-22
|
Rating
|
Academic Year
2020-21 or
2019-20
|
Comparison to previous result
|
|---|---|---|---|---|
| The Library will be open as publicised | 98.7% |  |
99% | Decrease of 0.3% |
|
We aim to answer you within 5 minutes when visiting our help points |
100% | |
100% | Equal |
| We aim to resolve 90% of InfoZone or Enquiry Desk enquiries and online chat conversations at first point of contact, referring in a timely manner the remainder to colleagues with specialist knowledge or to our partners | 94% | |
96% | Decrease of 2% |
| 90% of attendees at a Digital Skills session agree that what they have learned will be useful in the future |
90% Semester 2 2021-22 only |
 |
100% | Decrease of 10% |
| We train and develop staff who are friendly, knowledgeable, and committed to helping you to get the best from the library service | 93% | |
95% | Decrease of 2% |
| Books returned to their home library, will be available within 24 hours | 100% | |
100% (ML Only)
|
Equal |
|
95% of Inter Library Loan requests will be processed within 3 working days of receipt |
100% | |
99% | Increase of 1% |
|
90% of Inter Library Loan requests will be fulfilled within two weeks |
100% | |
100% | Equal |
| We aim to provide a friendly, comfortable, and safe study environment | 92.5% | |
93% | Decrease of 0.5% |
| We will respond personally to your email enquiry, feedback, and complaint within 1 working day and a response within 3 working days |
98.5% Personally acknowledged within 1 day 100% Response within 3 days
|
|
99% Personally acknowledged within 1 day 99% Response within 3 days |
Decrease of 0.5%
Increase of 1% |
| Calls to our general enquiry telephone number (01382 384087) to be answered within five rings and have a voicemail facility for calls out with our help service hours | 100% | |
100% | Equal |
| We aim that 90% of your online chat conversations will be answered within one minute | 97.6% | |
99% | Decrease of 1.4% |
| We aim that 90% of your online chat conversations will be resolved | 98.5% | |
98% | Increase of 0.5% |
| We aim to achieve at least 90% satisfaction rating with the services you receive | 88.5% | |
88% | Increase of 0.5% |
| We aim to achieve at least 90% satisfaction rating for responses to enquiries, feedback, and complaints | 84.5% |  |
93.5% | Decrease of 9% |
| We aim to achieve at least 90% agreement that we provide a quality library service | 93.5% | |
94% | Increase of 0.5% |
| We aim to achieve at least 90% satisfaction rating on Question 19 in the National Student Survey (NSS) | 85% | |
80% | Increase of 5% |
Notes
Covid 19 operating restrictions resulted in several Service Standards being suspended in Academic Year 2020-21. To compare, we have uses results recorded for the previous academic year 2019-20 up to March 2020; or Academic Year 2020-21.
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)
A report on our Service Standards for Academic Year 2021-22 - the standards; how they were measured and our achievements.