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.

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 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  

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
Use of Happy or Not terminal 

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 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 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)

 

Service Standards Review - Semester 1 2019
Consultation - November and December 2019; Approved January 2020

 

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