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Our Service Standards: Service Standards

Our Standards

Standard
Measurement

The library will be open as publicised

Spreadsheet maintained detailing any  failures,  closures  or  changes 

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

Observation and monitoring during academic year
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 Daily recording of enquiries at InfoZone / Enquiry desks
90% of attendees at a digital skills session will agree that what they have learned will be useful in the future

Workshop Survey with targeted question

We train and develop staff who are friendly, knowledgeable and committed to helping you to get the best from the library service LLC Staff training and development sessions

Books returned to their home library will be available within 24 hours

Observation and monitoring during academic year

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

Samples – 2 per Semester during each Academic Year

90% of Inter Library Loan requests will be fulfilled within 2 weeks

Samples – 2 per Semester during each Academic Year
We aim to provide a friendly, comfortable and safe study environment

Targeted question in LLC Annual Survey

We will respond personally to your email enquiry, feedback or complaint within 1 working day and a response within 3 working days Samples – 2 per Semester during each Academic Year
Calls to our General Enquiry telephone number (01382 384087) to be answered within 5 rings and have a voicemail facility for calls received outwith our help service hours Observation and Samples  - 2 per academic year
We aim that 90% of your online chat conversations will be answered within one minute Monthly recording of timings
We aim that 90% of your online chat conversations will be resolved Targeted question in How did we do? survey
We aim to achieve at least 90% satisfaction rating with the services you receive Targeted question in LLC Annual Survey
We aim to achieve at least 90% satisfaction rating for responses to enquiries, feedback and complaints Targeted question in LLC Annual Survey
We aim to achieve at least 90% agreement that we provide a quality library service Targeted question in LLC Annual Survey
We aim to achieve at least 90% satisfaction rating on Question 19 in the National Student Survey (NSS) NSS annual survey for final year undergraduates

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)

 

Published 2016; Reviewed November 2018; Reviewed Semester 1 2019-2020; Approved and Published January 2020