Standards and performance

Service standards

We are committed to providing high quality customer service and to the principle of continuous improvement.

We have developed a set of service standards for measuring our core activities and report our performance against them on a regular basis. The latest monthly performance summary is made available on the notice boards in each library foyer and on these pages.

We monitor and review the standards to make sure they remain relevant and to see if we can improve our targets, so we welcome your comments and suggestions. Current key customer experience service standards include the following.

Availability of services/facilities

• Libraries and IT resource rooms will be open for all our published opening hours.
• All critical LLR online services will be available all day, every day of the year. This includes:
  • Library OneSearch (library and online holdings)
  • Circulation (borrowing and return).

Efficiency of service operation/delivery

• You will not have to queue longer than one minute to obtain services in the libraries and IT resource rooms. This includes
  • Information Desks
  • self-service units
  • photocopiers or printers.
• If you report an item as missing, you will receive a response to indicate if the item is found or an alternative is available within 48 hours.
• If you request a book shown as available in another NTU library, we will get it to the library of your choice within 48 hours.
• Returned books and other library items will be back on the shelves within 18 hours.
• We will tidy shelves within 2 hours of them being identified as untidy.
• We will respond to your email enquiries within 24 hours.
• We will respond to your phone enquiries within 30 seconds.
• We will respond to all individual comments and complaints received via the web or paper form within 10 days, where a reply is requested.

Support for learning, teaching and research

• All level one students who attend a basic LLR induction session should be satisfied with the outcomes.
• All level one students will receive information literacy training and guidance.
• All students attending information literacy sessions should be satisfied with the outcomes.
• All new members of academic staff will be contacted by the Liaison Librarian linked to their subject area within four weeks of appointment and offered one-to-one inductions.