Our ambitious service standards indicate the level of service our customers can expect. We have established standards for service delivery based on customer expectations and feedback.
We monitor, review and report on our standards. We invite feedback in order to maintain our high level of service. We challenge ourselves to continuously improve our customers' experience.
Our Customer Charter outlines our commitment to our customers.
This is a selection of our 50+ service standards. We welcome feedback on our standards. If you'd like to know more about our standards please contact Information Services.
|
Customer satisfaction |
2022 to 2023 target |
2022 to 2023 result |
2023 to 2024 target |
|---|---|---|---|
|
Satisfaction with the Library in the NSS survey. |
Top quartile |
Top quartile - 92.6% |
Top quartile |
|
Service availability |
2022 to 2023 target |
2022 to 2023 result |
2023 to 2024 target |
|---|---|---|---|
|
The Library will be open during advertised opening hours unless the University is closed due to severe weather or other exceptional circumstances. |
100% |
100% |
100% |
|
The IS Enquiry Service will be open during advertised staffed opening hours unless the University is closed due to severe weather or other exceptional circumstances. |
100% |
100% |
100% |
|
We will offer Skills Boost sessions online, in-person or hybrid. |
Offer 30 sessions. |
55 sessions offered. |
Offer 40 sessions. |
|
We will offer online, in-person or hybrid Library Lounge: Dissertation Support sessions. |
Offer 6 sessions. |
10 sessions offered. |
Offer 6 sessions. |
|
Response times |
2022 to 2023 target |
2022 to 2023 result |
2023 to 2024 target |
|---|---|---|---|
|
Archives and Special Collections aim to resolve enquiries within the agreed Service Level Agreement. |
98% |
99.67% |
98% |
|
We will respond to complaints submitted via our online complaints form within 5 working days. |
100% |
100% |
100% |
|
We will respond to feedback submitted via our online feedback form within 5 working days. |
100% |
100% |
100% |
|
We will respond to email enquiries received via openaccess@strath.ac.uk within 3 working days. |
98% |
100% |
98% |
|
We will supply an initial response to enquiries received via our Copyright and Licensing Compliance [formerly ICT Legal Compliance] enquiry service within 3 working days. |
98% |
97% |
98% |
|
Enquiries received via Fresh are assigned to the appropriate team or resolved within 2 working days. |
100% |
100% |
100% |
|
Support Services appointments, in person or remote, will be scheduled within 2 working days of request. |
100% |
100% |
100% |
|
Store requests will be processed within 1 working day and the customer informed of the availability of the item. |
100% |
98% |
100% |
|
On receipt from supplier, standard equipment will be configured and made available for the customer within 5 working days. |
95% |
96.89% |
96% |
|
Internal targets |
2022 to 2023 target |
2022 to 2023 result |
2023 to 2024 target |
|---|---|---|---|
|
Reading lists submitted to the Reading List Service will be processed within: High Priority - 5 working days. Medium Priority - 15 working days. (In 2022-23, the target for High Priority items was 8 working days and for Medium Priority was 20 working days. We met both targets in 100% of instances.) |
High: 100% Medium: 100% |
High: 100% Medium: 100% |
High: 100% Medium: 100% |
|
eBooks will be made available on SUPrimo within 24 hours of Cataloguing being informed of access via supplier platforms. |
96% |
97.4% |
96% |
|
Returned items are available on the appropriate floors within 1 working day. |
100% |
100% |
100% |
|
Returned items are reshelved within 2 working days. |
95% |
100% |
100% |