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 your Library service.

Standard Measurement
We aim to open all libraries 100% of their advertised hours Spreadsheet maintained detailing any  failures,  closures  or  changes  

You will not have to wait more than 5 minutes when visiting the InfoZone or Enquiry Desk

Observation and monitoring during academic year
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  Daily recording of enquiries at InfoZone / Enquiry desks 
90% of students attending a digital skills session will agree that what they have learned will be useful in the future  Workshop Survey with targeted question
Recording of 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  LLC Staff training and development sessions  

100% of books returned to their home library will be shelved within 1 working day

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
Use of Happy or Not terminal 

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  Samples – 2 per Semester during each Academic Year 
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 outwith our help service hours  Observation and Samples  - 2 per academic year 
When using our online chat service you should not have to wait any longer than 1 minute for an online chat  Monthly recording of timings 
The quality of our online chat responses should average Satisfactory or above  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 Customer Service Questionnaire (with other CSE Scottish Libraries)
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)