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Service Standards Report 2020-21

The following report identifies how we have fared against our service standards, which were updated in April 2020.

The last year has seen a great many changes in our department in response to COVID-19. Throughout this period, we have worked hard to provide exceptional levels of customer service within these constraints.

Some of our standards had to be altered because of the pandemic. For example, we could no longer promise to re-shelve all items or satisfy all reservations within 24 hours due to the need to quarantine returned resources for 72-hours to maintain hygiene standards.

If you have any comments or questions on these statistics, or have any ideas on how we could improve our services further, please email us at

Advertised Service StandardAltered due to COVID-19?2020-2021 Result
We will open for 99% of our advertised Service Desk hours and offer support across 7 days a week.

Yes. The library was closed until August 2020.

Between March and September 2020, we offered remote support across 6 days a week. During this period we advertised our changing opening times on our website, by email and on social media.

Staffed opening hours increased in August and then returned to normal in September, including offering support across 7 days a week. 

Open for 99% of advertised Service Desk hours: 100%

Offer support across 7 days a week: No

We will provide an initial response to all queries within 24 hours. 

During our closure period we were offering support 6 days a week, so this affected our 24-hour turnaround.

We record response times through our Sunrise job logging system and can track the time between a query being created and a response being given. The SLA built into the Sunrise system is an initial response within two hours.

Between 1 March 2020 and 1 March 2021, our breach rate on a two hour response time was 2.8%.
We will respond to all HUSH texts reporting disturbances on the silent floor within 10 minutes.  This service was suspended as the second floor has been closed to customers since we reopened. Not applicable for 2021, but we did institute a check-in service and regular security checks for adherence to COVID-19 rules.
We will re-shelve all items within 24 hours of their return. 

It has been necessary to quarantine all returned items for 72 hours to maintain hygiene standards.

We began monitoring the time between books being returned through the sorter and recording when it was emptied each day and books were moved to the shelving bay. This was discontinued to maintain hygiene.

We have set up a strict system within the library to ensure that all returned resources are re-shelved daily after their quarantine period has finished.

This has included labelled boxes stating the date and time they can be shelved. Books returned with reservations on them are quarantined separately so that they can be satisfied as soon as their quarantine period is finished.

We will acknowledge all feedback and complaints within 1 working day and provide an initial response within 3 working days (where contact details are provided).   

Between March 2020 and September 2020 our breach rate on our job logging system's 2-hour response time was 2.2%.

Between September 2020 and March 2021 our breach rate was 3.25%.

Satisfaction levels, as defined by our Viewpoint customer satisfaction kiosks, will be at or above 90% averaged over an academic year, or we will publicise changes and improvements where this is not met.  Machines temporarily out of service to maintain hygiene standards during the pandemic. Not applicable for 2021. We have continued to seek feedback through our Sunrise job logging system as you will receive a short survey when each job is resolved.
We will process all book reservations within 24 hours of their return. 

This data is from August 2020 to present as we were closed between March and August. This is now measured against 72 hours due to the need to quarantine returned items.

We are able to report on reservations which have been placed on books already on our shelves, as we have had to run a Click and Collect service since reopening.

August: 95%

September: 96%

October: 94%

November: 95%

December: 89% (closed part of this month)

January: 95%

February: 95%

Print Services will complete all student requests (including dissertations) within 1 working day from receipt of the request. All standard requests from staff for printing, photocopying and stationery will be completed within 3 working days from receipt of the request. Requests which are non-standard will have extended timescales which will be agreed with the member of staff placing the order.    100% 
We will process 95% of all inter-library loan requests within 3 working days and respond to 90% of inter-library loan queries within 3 working days.   

1 April 2020 to 31 August 2020: 90%

1 September 2020 to 3 March 2021: 90%

Our library catalogue will be available 99.5% of the time, excluding planned maintenance.   100%
We will aim to achieve at least 90% satisfaction for question 19 each year on the National Student Survey.   Achieved 90% in 2020 NSS