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University Library Helpdesk Services

Service Standards

 For all the standards set out below a working day is a weekday, Monday through Friday inclusive.

Service themeStandardMeasure

Target

2016/17

Result

2016/17

 Spaces

The Library will be open for 99% of our
advertised building opening hours, excluding
planned closures.

Academic year 2016/17 99% 100%
  We will respond to complaints about noise within 15 minutes. Academic year 2016/17 90% 96%
  We will respond to all requests for Marketplace bookings within 2 working days. Two week sample 95% 100%
  We will respond to all requests for Advertising within 2 working days. Two week sample 95% 100%

Enquiries, support &
outreach

Our Service Desks will be open for 99% of our advertised staffed service hours, excluding planned closures. Academic year 2016/17 99% 100%
  We will respond to all email enquiries to library@st-andrews.ac.uk within 3 working days. Two week sample 95% 97.6%
  Chat service:
 > Chat service will operate during advertised service hours
 > All chat enquiries will be responded to within two minutes

Academic year 2016/17

95%

90%

99%

96.5%

 

 

We will respond to 'You said, we did' feedback cards within 5 working days

 

Two week sample

 

90%

 

85%
(We will review our processes to improve this result)

 

Ensuring high levels of customer satisfaction: users stating they are satisfied or very satisfied with our service.

 Academic year 2016/17 90% 97%
 

Orientation:
 > Students attending Library Orientation agreed the session was useful
 > Students attending Library Orientation agreed staff were friendly and helpful
 > Students attending Library Orientation agreed the information provided was easy to understand

All feedback cards received during academic year 2016/17

90%

90%

90%

100%

100%

99.3%

  We will arrange an individual appointment with an Academic Liaison Librarian within five working days of the request.1 Two week sample 95% 100%
Access to resources

 

All books returned to the Main Library will be shelved within 24 hours.

 

One week sample

 

100%

 

100%
(86% within 4 hours)

  We will process all Inter Library Loan requests within 3 working days Two week sample 100% 100%
  Store recalls will be fulfilled within one working day. Academic Year 2016/17  99% 99.7%
  Enable high levels of automated self-service and return (where available) Academic Year 2016/17  90% 92%
  Morebooks:

 > Email request will be responded to within 3 working days during semester
 > A decision will be given within 5 working days, unless further clarification is required

 

Two week sample

 

90%
90%

 

100%
100%

  E-resources – all faults will be reported within one working day. Two week sample 95% 93%

 



[1] i.e. the date and time for the appointment will be arranged within five working days – the actual appointment may be made well in advance, dependent on staff/student requirements

RLUK Service Standards 2016/17

 Standard/QuestionRLUK explanatory notesMeasureSample periodResult
1. “What percentage did you achieve on Q16 in the NSS?”        87%
2. “What percentage of your advertised staff service opening hours were you open?” 

Maintain a manual log of nay unplanned closures; please exclude any planned closures (where at least 24 hours’ notice has been given). Please exclude partial closures (e.g. where one service point has been closed in a library but the library as a whole remains open). Compare unplanned closures against total opening hours to find the %.

Academic year   100%
3. “What percentage of feedback, enquiries & complaints were provided with an initial response within 3 working days?”  Can be gathered using an automated enquiry management system if you have one in place.  As a minimum, please focus on your enquiry route through which you receive the majority of your enquiries (e.g. physical enquiry desk or online system).    Two week sample 3rd-16th October  97.6% 
 4. “What percentage of your customers who responded reported that they were satisfied with how their feedback, complaint or enquiry was dealt with?”  Use of call closure surveys – these can be automated if you have an automated enquiry management system in place.  As above in terms of scope.  Can be sampled if you prefer.  This could be done by providing exit forms or a similar method to users once they have made an enquiry, or via an email survey for email and web-based enquiries with a simple Yes/no response.  Academic year    N/A
5.  “What percentage of returned books were available to customers within 24 hours?”  Availability means available to consult and borrow, returned to the shelves or a “books awaiting shelving” area, depending on your local policy.  Please undertake a sample.  This could be done on a trolley by trolley basis.  Mark each trolley with the date and time it was filled and then note the date and time when cleared.   One week sample.  3rd-7th October 100%
6a. “What percentage of books/online resources were available for use in the library (on the shelves) within 4 weeks of ordering?  a). Print books.”  It is recommended that the data is gathered through sampling. Please identify all items made available to users within the sample week and track back to the date items were ordered to provide an average time taken to receive. Please exclude items which are out of print or otherwise not available. 2 x one week samples   93.9%
6b. “What percentage of books/online resources were available for use in the library (on the shelves) within 4 weeks of ordering? b). Online resources."   As above. 2 x one week samples   100%
7. “What percentage of interlibrary loan requests were processed within 3 working days?” Please include BL requests only, unless you have another major supplier.  This refers to the point at which the request is sent to the supplier from your ILL team.  Working days refers to the days worked by your ILL team, not total opening hours of the library.  Data can be collected manually or via your LMS.  Two week sample. 26th September-7th October 100%
 8. “What percentage of surveyed respondents at timetabled teaching sessions and organised drop-in consultations agreed with the following statement: ‘As a result of today’s session, do you have a greater confidence in using <library and information resources (amend according to topic)>?(Yes/No)”   Please include all teaching that the Library delivers and adopt this question for use on evaluation forms used in sessions.  Should be a yes/no response.  This can also be sampled if you prefer.  The question should be tailored to suit your local needs.  2 x one week samples    TBC
9.  “What percentage uptime did you record for your main discovery/library catalogue system?”   Average over 12 months. Calendar year     99.95%