Library performance - pre 2021/22 data

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. This page contains our standards data from before the 2021/22 period.

Our standard about the National Student Survey (NSS)

We will achieve at least 90% overall satisfaction rating on Question 20 in the National Student Survey "How well have the library resources (e.g., books, online services and learning spaces) supported your learning?

2020/21 - 76.46%
2019/20 - 90.87%

Our Special Collections and Archives standard

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.

2020/21 - Achieved
2019/20 - Achieved

Our returned books standard

We will get 95% of returned books back on the shelves for you within one working day.

2020/21 - 98%
2019/20 - Achieved up until March 2020 when quarantine procedures were put in place due to pandemic.

Our reserved books standard

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

2020/21 - Quarantine procedures were in place due to pandemic.
2019/20 - Achieved up until March 2020 when quarantine procedures were put in place due to pandemic.

Our eBooks standard

We will ensure 90% of new eBooks will be available to you within 5 working days from being ordered.

2020/21 - 100%
2019/20 - Data not available

Our print books standard

We will ensure 90% of new print books received by the library will be added to stock within 5 working days from being received.*

2020/21 - 85.6%
2019/20 - Data not available

* 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".

Our Inter-Library Loans standard

We will ensure at least 90% of Inter-Library Loan requests will be processed within three working days of receiving the request from you.

2020/21 - Data not available due to the pandemic.
2019/20 - Data not available due to the pandemic.

Our customer services standard

We will ensure customer services are available 24/7 either in person, library Chat, email or phone.

2020/21 - 100%
2019/20 - 100%

Our enquiries, feedback and complaints standard

We will acknowledge / respond to 95% of your enquiries, feedback or complaints within one working day.*

2020/21 - Achieved
2019/20 - Data not available

* 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".

Our workshops standard

We will achieve 90% of our workshops being rated as good or excellent.*

2020/21 - 94.6%
2019/20 - Achieved

* 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".

Our opening hours standard

We will ensure JB Priestley Library is open for you 99% of advertised opening hours.

2020/21 - Achieved
2019/20 - Achieved

Our resource discovery service standard

We will ensure our resource discovery service, Summon, will be available for you 99.7% of the time.

2020/21 - 100%
2019/20 - 100%