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2020 Customer care

Content

2019-20 achievements

An infographic showing 91% in smiley faces

 

Over 91% of level 6 students are happy with our services

We're delighted that student satisfaction with Library Services improved again in 2020

 

Source: National Student Survey 2020

 

 

Over 89% of level 4 and 5 students are happy with our services

 

88% of level 4 and 5 students are happy with our services

This is a 1% decrease on satisfaction from 2019.  We will be monitoring to see if this improves post-pandemic.

 

Source: Course Experience Survey 2020


 

Study space that fits my needs

 

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

Study spaces met the needs of 91% of students in 2020.  The same score as 2019.

 

Source: Course Experience Survey 2020 (levels 4 and 5)

 

 

 

 


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

This is a 2% decrease on 2019.  We will be monitoring to see if this improves post-pandemic.

 

Source: Course Experience Survey 2020 (levels 4 and 5)

 

Libchat service rated good or excellence

 


“Really helpful - feel more confident”

98% of online chat users rated the service ‘good’ or ‘excellent’.

This is a 1% increase on 2019.

 

 


 

Pound symbol on a stack of books

 

Ebooks chosen by you

Last year we spent over £110,000 on requested ebooks from students and staff.

 

 

 

 

 

98 blue lists, 2 grey lists

 

Resource lists were accessed 253,292 times

This is a decrease of approximately 8% on 2018/19.  We will be monitoring to see if this improves post-pandemic.

 

Source: Talis Aspire Resource Lists August 2020.

 

 


 

Blue article iconsNew journals

Nursing Children and Young People









 

 

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 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 explains how your complaint will be dealt with.

No formal complaints were received in the 2019-20 academic year.