Our performance
We are committed to providing high-quality customer service to enhance teaching and learning, advance world-class research, and providing equitable and inclusive access to knowledge and resources.
Customer experience service standards
Our latest termly performance summary is below and can also be found on notice boards in the library.
| Standard | Target | How this is measured | Library team | Yes / No? |
|---|---|---|---|---|
| LLR aim to make electronic resources accessible from all locations for registered NTU users. | 99% | Using Library Management System analytics | Resource, Application and Discovery Team (RADT) | Yes: 99% |
| LLR will respond to reported laptop locker issues within 1 working day. | 98% | Internal logging by Applications & Discovery Team | Resource, Application and Discovery Team (RADT) | Yes: 99% |
| For the Get My Book / Get My Journal Article service, LLR aim to provide an electronic book, chapter or article within 1 working day for NTU registered users. | 90% | Measured by RapidILL stats and Library Management System analytics | Resource, Acquisition and Supply Team (RAST) | Yes: 96% supplied within 24 hours, avg supply time 8 hours. |
| LLR will seek to buy all books on resource lists | 2023-24, 99% | Measured by Library Management System analytics | Resource, Acquisition and Supply Team (RAST) | 2024-25, 98% |
| LLR will acknowledge all feedback, enquiries and complaints within one working day and aim to resolve the majority of these within three working days. | 100% acknowledgement within one working day. Aim to resolve at least 90% of these within three working days | Monitoring via Dynamics (for tickets) | User Experience Team (UX) | Yes: average first response time: 45 minutes. Average time to resolve: 2.99 days. |
| The campus libraries will be open for at least 99% of advertised staff service opening hours, during semester or term-time. | 99% of our advertised opening times | Reported by exception | User Experience Team (UX) | Yes |
| All new students and doctoral candidates will receive an offer of a welcome and induction into the provision of the Academic Engagement Teams and the wider Library service. | 100% | Evidenced by AET Communications Plan | Academic Engagement Team (AET) | Yes: all staff, students and researchers were offered a welcome or induction via a broad range of communications channels. |
| LLR will measure satisfaction following attendance at all 1-1 appointments, webinars and workshops. | 90% of survey respondents will report satisfaction with the service. | Evidenced by surveys | Academic Engagement Team (AET) | Yes: Of the students who responded to the survey, 93% agreed that they were satisfied with the content and delivery of the workshop, webinar or appointment |
| The Academic Engagement Teams will contact all new Academic Staff within 4 weeks of notification of their appointment from HR, offering a 1-1 consultation. | 96% | Evidenced by AET Communications Plan | Academic Engagement Team (AET) | Yes: New processes ensure that the Academic Engagement Team are made aware of new Academic Staff, who are offered a Library consultation with either Learning and Teaching or Open Research dependent on Academic Pathway. |