Please note, due to COVID-19 operational restrictions, we are unable to measure all of our standards and temporary adjustments, or suspensions have been applied. We hope to return to monitoring all our standards as soon as possible.
|100% of books returned to their home library will be shelved within 24 hours||
|We aim that 90% of your online chat conversations will be answered within one minute||99%||Increase of 4%||95%|
|We aim that 90% of your online chat conversations will be resolved||98%||Increase of 1%||97%|
|95% of Inter Library Loan requests will be processed within 3 working days of receipt||99%||Equal||99%|
|90% of Inter Library Loan requests will be fulfilled within 2 weeks||100%||Equal||100%|
|We will respond personally to your email enquiry, feedback and complaint within 1 working day and a response within 3 working days||
Decrease of 1%
|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%||Equal||100%|
|We aim to achieve at least 90% satisfaction rating for responses to enquiries, feedback and complaints||
|Increase of 5%||
|We aim to achieve at least 90% satisfaction rating on Questions 19 in the National Student Survey||80%||Decrease of 11%||91%|
|We aim to provide a friendly, comfortable and safe study environment|
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; Covid Review April 2021
A report on our Service Standards for Academic Year 2020-21 - the standards, how they were measured and our achievement.