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Customer care

Service Standards

2017-18 achievements



Over 90% of our students are happy with our services.

This has increased from 87% overall student satisfaction in 2017.


Source:   National Student Survey Questionnaire 2018






Desk with lamp, laptop and coffee cup


“I can find a study space that fits my learning needs, when I need to”

Study spaces meet the needs of 90% of our students.


Source:   Course Experience Survey - 2017 (Levels 4 and 5)





Learning Resources and Technologies


91% of students are satisfied with the learning resources/technologies


Source:   Course Experience Survey - 2017 (Levels 4 and 5)





Pound symbol on a stack of books


Ebooks chosen by you

Last year we spent over £127,000 on requested ebooks from students and staff.








98 blue lists, 2 grey lists


Resource Lists were accessed 231,367 times.

This is a 28% increase on 2016.



Source:   Talis Aspire Resource Lists 2017





Blue article iconsNew journals

In 2017 we purchased the following new individual journal subscriptions:

BACP Children, Young People & Families

EAL Journal

East Asian Journal of Popular Culture


Sports Coaching Review




Snapshot surveys

Throughout the year, we undertake snapshot surveys for some of our services.  In 2018-19 we gathered feedback on Inter library requests (100% excellent).







Service standards

Library Services is committed to providing a high quality library service to staff and students along with excellent facilities and resources. We have defined service standards (pdf) that we use to ensure we achieve this level of support.

Do you have any comments or suggestions about these standards? Let us know what you think.


Comments and complaints

We'd love to have your feedback, good or bad. We aim to provide the best possible service, but we appreciate that on some occasions you may have a concern or complaint. Please raise this as soon as you can, so we can work to put things right. Our complaints procedure (pdf) explains how your complaint will be dealt with.

No formal complaints were received in 18/19.  We received two formal complaints in 2017/18. The first, in February 2018, highlighted a lack of staff training around accessing research articles. To resolve this we provided further staff training and reviewed the webpages. The second, in March 2018, regarded a customer refund request. This was resolved by arranging a refund.