|
Service Standards
|
Academic Year
2018-19
|
Academic Year
2017-18
|
Rating
|
| 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 - target was 80%) |
 |
| 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 Sessions | |
| 100% of books returned to their home library will be shelved within 1 working day | 100% |
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 |
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
A report on our Service Standards for Academic Year 2018-19 - the standards, how they were measured and our achievement