* 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%* |  |
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)
|
|
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%
|
 |
90% |
_ |
| We aim to achieve at least 90% satisfaction rating for responses to enquiries, feedback and complaints |
93%
|
 |
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% | |
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
A report on our Service Standards for Academic Year 2019 - 20 - the standards, how they were measured and our achievement.