Skip to content
Search
Customer Service Excellence logo
Accredited Archive Service logo

Library performance

The Library is committed to providing a high quality service. In order to do this we annually review the standards we use to measure our services.

These standards are outlined below. 

Service standard Result from 2019/20 Result from 2020/21 Result from 2021/22
  • We will achieve at least 90% overall satisfaction rating on Question 19 in the National Student Survey "The library resources and services are good enough for my needs".
  90.87%  76.46% 85.71%
  • We will maintain 100% Archive Service Accreditation for our Special Collections and Archives to ensure our services meet good practice and agreed standards for our students, staff and external researchers.
  Achieved Achieved Achieved
  • We will get 95% of returned books back on the shelves for you within one working day.

Achieved up until March 2020 when quarantine procedures were put in place due to pandemic.

98%

99%
  • We will ensure 100% of reserved books will be available to collect by you within two working hours of being returned.

Achieved up until March 2020 when quarantine procedures were put in place due to pandemic.

Quarantine procedures were in place due to pandemic.

95%
  • We will ensure 90% of new eBooks will be available to you within 5 working days from being ordered.
 Data not available 100% 96%
  • We will ensure 90% of new print books received by the library will be added to stock within 5 working days from being received.*
 Data not available 85.6% 98%
  • We will ensure at least 90% of Inter-Library Loan requests will be processed within three working days of receiving the request from you.

Data not available due to the pandemic.

Data not available due to the pandemic.

100%
  • We will ensure customer services are available 24/7 either in person, library Chat, email or phone.
 100%  100% 100%
  • We will acknowledge / respond to 95% of your enquiries, feedback or complaints within one working day.**
 Data not available Achieved 92.25%
  • We will achieve 90% of our workshops being rated as good or excellent.***
 Achieved 94.6% 100%
  • We will ensure JB Priestley Library is open for you 99% of advertised opening hours.
  Achieved  Achieved Achieved
  • We will ensure our resource discovery service, Summon, will be available for you 99.7% of the time.
  100%  100% 99.93%
 
*Until 2020/21 this standard read as "We will ensure 90% of new print books will be available to you within 35 working days from being ordered".
**Until 2020/21 this standard read as "We will acknowledge your email enquiry, feedback or complaint within one working day and will provide an initial response within three working days".
***Until 2020/21 this standard read as "We will achieve at least 90% agreement on all our information skills teaching sessions for your feedback on the question The workshop was worthwhile and enjoyable".

If you would like more information about our standards or targets please contact the Library.

We would also like to hear your views on our service standards. Please give feedback to guide our service improvements.

Give feedback

NSS satisfaction levels

The National Student Survey (NSS) is an annual survey of final year undergraduates, designed to gather students' opinions of the quality of their experience at the university they attended.

Below are the results from the responses to the library specific question "The Library resources (e.g. books, online services and learning spaces) have supported my learning well." 

  • 2021/22 - 85.71%
  • 2020/21 - 76.46%
  • 2019/20 - 90.87%

We acknowledge the drop in our NSS score for 2020/21 and 2021/22. The Covid-19 pandemic led to a disruption in many of our services, including access to library facilities and resources throughout the last two years. Normal services have now been reinstated.

You said, we did!

We welcome feedback from our users to guide future decisions about service improvements.

The following section records some requests we received from you during the Covid-19 pandemic and the actions we took to address them.

We adjusted our opening hours so that the library would be open from 09:00 until 19:00, Mon-Fri, from Tue 4 May until the end of term. 

We opened the Floor 1 extension area which added a further 15 study spaces.

For the start of the 2021/22 academic year, study space availability is back to pre-pandemic levels. 

We extended the loan period of laptops available from the laptop cabinet from 2 hours to 24 hours.

We have increased the quota of books our users can borrow to 30. This is in addition to the automatic renewal of books on loan to you if not requested by another user.

We reopened the post-graduate room from May 2021, this provided 7 study spaces specifically for these students.

We reintroduced Saturday opening hours.

From Mon 27 Sep 2021 we also reintroduced 24-hour opening.

We reopened the shelves for browsing from Mon 23 Aug - before the start of the new academic year.

For the 2021/22 academic year we have increased the number of group study tables by 25%.