We follow Key Performance Indicators for achieving high levels of customer satisfaction, responding in good time to enquiries, feedback and complaints, and maintaining advertised opening hours. Each KPI has a service target. Although RLUK will not be publishing the national results for the '17-'18 session, the University of Edinburgh Help Services will continue to use these standards as a measure of performance. 2017/18 Key Performance Indicator (KPI) How we measure our success Results for 2017-18 We will achieve at least a 90% satisfaction rating on Question 19 in the National Student Survey. National Student Survey (NSS) 2017 results. We did not meet this target.(88%) We will be open for at least 99% of our advertised staff service opening hours. Recorded time any site library is closed when normal advertised hours are open as a percentage of the maximum service hours for all site libraries (August 2017 to July 2018). 99% All libraries were closed due to weather on March 1st and 2nd, 2018. Main Library closed 18th/19th June for 12.5 hours due to power cut. We will acknowledge all feedback, enquiries and complaints within 1 working day (where contact details are provided) and will provide an initial response within 5 working days* (*institutional standard: RLUK states 3 working days). Unidesk acknowledgements are sent automatically on receipt of call/Unidesk system downtime causing delay of more than 1 working day; logs showing duration of complaint from being logged to closed by Frontline Resolution within 5 working days as required by the University of Edinburgh Complaint Handling Procedure (section 3.2). 100% acknowledgement within 1 working day - automated Call Management System. We will achieve at least 90% satisfaction with responses to feedback, enquiries and complaints. Help services User Satisfaction Survey respondents sampled over 18 months answering the question “Was your enquiry answered or resolved to your satisfaction?”. A 10% sample survey of closed calls is conducted automatically; responses are analysed over a 18 month period, rolling forward every month; a 27% response rate is recorded; satisfaction is 93%. This article was published on 2024-10-08
