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Our performance

Results 2021-22

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% Three Gold Stars 99% Decrease of 0.3%

We aim to answer you within 5 minutes when visiting our help points

100% Three Gold Stars 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% three gold stars 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

three silver stars 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% Three Gold Stars 95% Decrease of 2%
Books returned to their home library, will be available within 24 hours 100% Three Gold Stars

100%

(ML Only)

Equal

95% of Inter Library Loan requests will be processed within 3 working days of receipt

100% Three Gold Stars 99% Increase of 1%

90% of Inter Library Loan requests will be fulfilled within two weeks

100% Three Gold Stars 100% Equal
We aim to provide a friendly, comfortable, and safe study environment 92.5% Three Gold Stars 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

Three Gold Stars

 

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% Three Gold Stars 100% Equal
We aim that 90% of your online chat conversations will be answered within one minute 97.6% Three Gold Stars 99% Decrease of 1.4%
We aim that 90% of your online chat conversations will be resolved 98.5% Three Gold Stars 98% Increase of 0.5%
We aim to achieve at least 90% satisfaction rating with the services you receive 88.5% Three Silver Stars 88% Increase of 0.5%
We aim to achieve at least 90% satisfaction rating for responses to enquiries, feedback, and complaints 84.5% Three Bronze Stars 93.5% Decrease of 9%
We aim to achieve at least 90% agreement that we provide a quality library service 93.5% Three Gold Stars 94% Increase of 0.5%
We aim to achieve at least 90% satisfaction rating on Question 19 in the National Student Survey (NSS) 85% Three Silver Stars 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) 

 

Service Standards Report - Academic Year 2020-21

A report on our Service Standards for Academic Year 2021-22 - the standards; how they were measured and our achievements.