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. Key Performace Indicator (KPI) How we measure our success We are committed to achieving at least 85% user satisfaction with our services. Findings from the Survey Kiosk survey of Main Library users; Postgraduate Taught Experience Survey (PTES) and Postgraduate Research Experience Survey (PRES) responses to the question: “I am happy with the level of service I have received from library staff, whether by email/telephone or remotely”; Help services User Satisfaction Survey respondents sampled over 24 months answering the question “Was your enquiry answered or resolved to your satisfaction?”. We aim to resolve 90% 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. Unidesk Quick Call statistics. We aim to resolve 60% of your enquiries by email within 1 day, and 85% within 7 days, referring any that need specialist knowledge to the most appropriate person and in a timely manner. 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. 90% of material will be issued by self-service. Statistics derived from the library management system. 90% of material will be discharged by self-service. Statistics derived from the library management system. 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. This article was published on 2024-10-08
