We set local Key Performance Indicators and service targets for achieving high levels of customer satisfaction, resolving enquiries at first point of contact and serving users in a timely manner, and for usage of key services. 2024-25 Key Performance Indicator (KPI) How we measure our success We are committed to achieving at least 95% user satisfaction with our services. ( up from 90% previously) Postgraduate Taught Experience Survey (PTES) & Unidesk Feedback report responses to the questions: “I am happy with the level of service I have received from library staff, whether by email/telephone or remotely” and " Overall, how satisfied are you with the level of service you received to answer your enquiry?" respectively; Annual Quality Survey at all Helpdesks and responses to the question: " Overall, were you happy with the quality of the service today?". We aim to resolve 95% of your enquiries in person at the first point of contact, referring any that need specialist knowledge to the most appropriate person and in a timely manner. (up from 90% previously) Unidesk Quick Call statistics. We aim to resolve 95% of your enquiries that can be resolved by Help Services without referral to specialist knowledge within 8 days. (up from 90% previously) Unidesk statistics (not Quick Calls) showing calls resolved within the target duration based on the priority assigned to the call. We aim to serve users within 5 minutes at service points, Monday to Friday 9am-5pm. Sample surveys at all site libraries taken over 7 days in November and February. Material requested by disabled users will be available for collection within 5 hours, Monday to Friday 9am-5pm. Recorded requests fulfilled within the timescale in the Main Library. NEW- Missed chats will represent no more than 15% over whole of live chat advertised service period. Live chat statistics over service period, Monday-Friday, 9.15am-4.30pm. This article was published on 2024-10-08
