About Us: Library Service Standards

Introduction

In order to deliver our 5 year strategic plan and core mission in a transparent and publicly accountable way, we set out below various service standards for our different services and functions which we will strive to meet or exceed.  

We also commit to evaluate and publish our performance against targets throughout the academic year and also undertake to review the standards themselves at least every two years with the relevant stakeholders to make sure that we are continuing to meet the realistic expectations of our various customer groups. In time, we would hope to be able to benchmark some of these standards against other comparable departments or institutions. These standards will also be used to assess how we are meeting the University Equality, Diversity & Inclusion Strategy's aims to create an inclusive, respectful and welcoming environment for our whole community.

If you have any questions, suggestions or feedback on these, please email them to library@brunel.ac.uk and we will respond quickly as specified below! 

Tim Wales, Head of Library Services 
Last updated: 25 March 2022 

Collections

 

Service Objective Team Owner Target Service Standard Q2*
Rapid Book returns Library Customer Services 80% Items reshelved correctly within 24 hours of return time 75%
Rapid book order turnaround (print and ebooks) Content & Discovery 90% of requests available to access within 10 working days for print and 7 working days ebooks TBC

 

Enquiry turnaround

Service Objective Team Owner Target Service Standard

Q2 score

Quick response to enquires no matter what contact method was used and the time of year Library Customer Services 92% enquiries (email, SMS) responded to within 24 hours  96%
Library Customer Services 92% phone calls answered within 20 seconds. 97%
Library Customer Services 95% webchat enquiries responded to within 1 minute (24/7)   94%
Library Academic Services 92% enquiries responded to within 1 week day (all contact methods)  TBC
Content & Discovery 95% enquiries responded to within 1 working day (all contact methods)  TBC
Open Research & Rights 95% enquiries responded to within 1 week day (all contact methods)  TBC

 

Open Research Support

Service Objective Team Owner Target Service Standard  Latest Score
Provide funder-compliant decisions on open access funding Open Research & Rights Decision with 5 working days of receipt TBC

 

Records, Archives & Special Collection

Services Staff / Students Q2 External users Q2
1. Records Management Enquiries Reply within 2 working day 83% N/A N/A
2. Archives and Special Collection Enquires

Reply within 1 working week

70%

Reply within 2 working weeks

100%

Customer Satisfaction

Service Objective Team Owner Target Service Standard Q2* 
Provide high quality email support Library Customer Services Average quarterly satisfaction score for library@brunel.ac.uk is >=4.5/5  4.9
Provide high quality webchat support Library Customer Services Average quarterly satisfaction score for Library WebChat is >=3.5/4 

3.6

 

Customer Satisfaction (Centrally Run Library Teaching)

Service Objective Team Owner Target Service Standard 19/20 Annual Year  
Provide Library training to a high standard Library Academic Services Average yearly satisfaction score is >= 75% TBC

 

Examples of Feedback for Centrally Run Library

Type of session Attendance Useful ? (options:good, not sure, poor)

Recommend to others? (yes, not sure, no)

Content will have positive impact on studies? (yes, not sure, no)

Learning objectives met? (yes, not sure, no)

% total satisfaction

% satisfaction of respondents

Using FT.com 3 2x good

2x yes

2x yes

2x yes

66%

100%

Getting started with Bloomberg 6 6x good

6x yes

6x yes

6x yes

100%

100%

Getting started with Bloomberg 11 10x good 10x yes 10x yes 10x yes 91% 100%
RefWorks 7 6x good 6x yes 5x yes, 1x not sure 6x yes 82% 96%
Getting started with Bloomberg 4 4x good 4x yes 4x yes 4x yes 100% 100%
Using Bloomberg with Excel 3 3x good 3x yes 3x yes 3x yes 100% 100%
Introduction to Mendeley 5x good 5x yes 5x yes 5x yes 100% 100%
Introduction to RefWorks 11 11x good  11x yes 11x yes 11x yes 100% 100%
Getting started with Bloomberg 3 3x good 3x yes 3x yes 3x yes 100% 100%
Introduction to Mendeley 7 7x good 7x yes 7x yes

6x yes

1x not sure

96% 96%
Introduction to RefWorks 7 7x good 7x yes 7x yes 7x yes 100% !00%
Getting started with Bloomberg 5 4x happy 4x yes 4x yes 4x yes 80% 80%
Using Bloomberg with Excel 2 2x happy 2x yes 2x yes 2x yes 100% 100%
Getting started with Bloomberg 4 4x happy 3x yes, 1x not sure 4x yes 4x yes 94% 94%
Introduction to Mendeley 9 9x good 9x yes 9x yes 8x yes, 1x not sure 97% 97%
Advanced Literature Searching  6 5x good, 1x not sure 6x yes 4x yes, 2x not sure 4x yes, 2x not sure 79%

79%

 

Examples of feedback for Libsmart sessions, 2019-2020AY

 

National Student Survey Scores

Service Objective Team Owner Target Service Standard Latest Score
Provide collections to, support, and services to a high standard Head of Library Services >=90% in the National Student Survey within the next 5 years (2021 onwards) and meet or exceed the University’s UCAS benchmarking group average score within 2 years.  66% (NSS 2021)

 

Trend Analysis

Brunel University Library Satisfaction Score from 2016 to 2021

Quarters
Brunel Library has identified the following quarterly breakdown for CSE scores. 
Q1: October - December
Q2: January - March
Q3: April - June
Q4: July - September

Key

Service standard target met or exceeded 
Service standard target below target but improved since last quarter 
Service standard not met 
Service standard measuring under development