Service Standards
Answer
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)
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Current Standard |
Measurement |
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The Library will be open as publicised |
Spreadsheet maintained detailing any failures, closures or changes Question in LLC Annual Survey |
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We aim to answer you within 5 minutes when visiting our help points
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Observation and monitoring during academic year |
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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 |
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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 |
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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 |
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Books returned to their home library, will be available within 24 hours |
Observation and monitoring during academic year |
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98% of Inter Library Loan requests will be processed within 3 working days of receipt
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Samples – 2 per Semester during each Academic Year |
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95% of Inter Library Loan requests will be fulfilled within two weeks
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Samples – 2 per Semester during each Academic Year |
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We aim to provide a friendly, comfortable and safe study environment |
Question in LLC Annual Survey
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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 |
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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
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We aim that 90% of your online chat conversations will be answered within one minute |
Monthly download of timings |
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We aim that 90% of your online chat conversations will be resolved |
Question in How did we do? survey |
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We aim to achieve at least 90% satisfaction rating with the services you receive |
Question in LLC Annual Survey
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We aim to achieve at least 90% satisfaction rating for responses to enquiries, feedback and complaints |
Question in LLC Annual Survey
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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 |
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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.
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Library Services
University of Dundee
Dundee
DD1 4HN