We may have had to make changes to the services detailed on this page due to COVID–19 restrictions. 

Please see our Coronavirus information page for the latest updates. 

 

Service Standards

Our ambitious service standards indicate the level of service our customers can expect. We have established standards for service delivery based on customer expectation and feedback.

We monitor, review and report on our standards and invite feedback in order to maintain our high level of service and challenge ourselves to continuously improve our customers' experience.

Information Services' Customer Charter

Our Customer Charter outlines our commitment to our customers. 

We have also produced a remote working customer charter outlining our commitment to our customers during the COVID-19 lockdown.

COVID-19 lockdown: our performance

We have produced an infographic detailing Library and IT performance during COVID-19 lockdown.  

Our Key Standards

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 us.

 

Customer satisfaction 2019/20 target 2019/20 result 2020/21 target
Satisfaction with the Library in the NSS survey. Top quartile 

Top quartile - 90%

Top quartile 
Satisfaction with the Library in the Library & IT Satisfaction Survey.  Not applicable. Survey will not run in 2020/21 due to COVID restrictions. We anticipate conducting the survey in 2021/22. Not applicable Not applicable

 

Service availability 2019/20 target 2019/20 result  2020/21 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%

Library building closed due to COVID–19 pandemic from 17:00 on Friday 20 March 2020.

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% 

Remote services were provided throughout lockdown and building closure.

100%

Reworded to 'IS Enquiry Service' (previously 'IS Enquiry Desk').

The Archives and Special Collections Reading Room will be open for our advertised opening hours, excluding planned closures or if the University is closed due to severe weather or other exceptional circumstances.  100% 

100% 

Reading Room and Library building closed due to COVID–19 pandemic from 17:00 on Friday 20 March 2020.

Standard suspended until normal opening hours resume.
The Library Shop is open for advertised opening hours, unless the University is closed due to severe weather or other exceptional circumstances.  95% 

89%

Library building closed due to COVID–19 pandemic from 17:00 on Friday 20 March 2020.

95%
We will make available 30 online Skills Boost sessions via Zoom per year.  100%  100%  100%
We will make available 20 Library Lounge sessions per year, ensuring they are publicised to new customers.  100%  100% 100%

 

Response times 2019/20 target 2019/20 result 2020/21 target
Archives and Special Collections aim to resolve enquiries received by letter, telephone, in-person or by email within 20 working days.  98%  100% [though some queries are 'on hold' due to COVID–19 lockdown and subsequent travel restrictions.]  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% 99% 98%
We will supply an initial response to enquiries received via our ICT Legal Compliance enquiry service within 3 working days.  95%  96%  95%
Customers will be acknowledged within 5 minutes of approaching the Enquiries Desk.  95% 

100%

3 x sample weeks in Semester 1. 1 sample week in Semester 2 due to Library building closure.

Standard suspended due to limits placed on face to face services as a result of COVID-19.
Enquiries received via phone (to 01415484444) will be acknowledged within 5 rings.  95% 

100%

4 x sample weeks in Semester 1. No sample weeks in Semester 2 due to Library building closure.

Standard removed.
Enquiries received via Fresh are assigned to the appropriate team or resolved within 2 working days. 

100% 

(19/20 standard was 3 working days)

100%

(19/20 standard was 3 working days) 

100%
Support Services appointments will be scheduled within 3 working days of request.  100%  100% 100%
Requests will be processed within 5 working days of agreed specification. 95% Target not met due to impact of COVID–19. 95%
IT equipment will be built and delivered to the customer within 5 working days of receipt. 95% Target not met due to impact of COVID–19. 95%
Requests for items shown as available on SUPrimo will be processed within 1 working day, and the customer informed of the availability of the item. NA NA 100%

 

Internal targets 2019/20 target 2019/20 result 2020/21 target

Reading lists submitted to the Reading List Service will be processed within:

High Priority - 5 working days. 

Medium Priority - 15 working days.

 

100%

100%

 

92%

75%

Standard changed to 8 working days for High Priority items and 20 working days for Medium Priority items.

Target for both: 100%

eBooks will be made available on SUPrimo within 24 hours of Cataloguing being informed of access via supplier platforms.  95%  97%  95%

Returned items are available on the appropriate floors within 1 working day.

Returned items are reshelved within 3 working days.

100%

95%

100%

98%

100%

95%

Notes

Working days are Monday to Friday year-round, excluding public holidays as specified in the University's Key Dates.