SERVICE DELIVERY SERVICE STANDARDS – 2022

Our Service Standards underpin our Customer Charter and provide customers with an indication of the level of service they can expect in a number of key areas. Service standards are monitored, reviewed, and results reported regularly in order to continually improve the delivery of a quality Library service.  By quality, we refer to the provision of a friendly, knowledgeable and timely service that satisfies our users needs.

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)

Current Standard

Measurement

The Library will be open as publicised

Spreadsheet maintained detailing any  failures,  closures  or  changes 

Question in LLC Annual Survey

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

Daily records of online chat enquiries

Question in Annual Survey – LLC Staff identify my needs at first point of contact

90% of attendees at a Digital Skills session agree that what they have learned will be useful in the future

Feedback form with targeted question

Mentimeter – informal questions during session

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

Questions in Annual Survey about LLC Staff – Polite and friendly; Helpful; Knowledgeable; Understand my needs

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 two weeks

 

Samples – 2 per Semester during each Academic Year

We aim to provide a friendly, comfortable and safe study environment

Question in LLC Annual Survey

 

We will respond personally to your email enquiry, feedback and 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 five rings and have a voicemail facility for calls 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 download of timings

We aim that 90% of your online chat conversations will be resolved

Question in How did we do? survey

We aim to achieve at least 90% satisfaction rating with the services you receive

Question in LLC Annual Survey

 

We aim to achieve at least 90% satisfaction rating for responses to enquiries, feedback and complaints

Question in LLC Annual Survey

 

We aim to achieve at least 90% agreement that we provide a quality library service

Question in  LLC Customer Service Questionnaire (with other CSE Scottish Libraries)

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

Published 2016; Reviewed November 2018; Reviewed Semester 1 2019-2020; Approved and Published January 2020; Covid Review April 2021.  Reinstatement of standards January 2022.