About Us: Library Services Complaints Trends

Introduction

Library Services is committed to being more transparent about our customer service and our performance to help foster a culture of continuous improvement and innovation. Below we share for the first time data on the complaints/feedback we receive. We hope to be able to add to this over time to show historical trends. We receive over 400 queries a month so it is gratifying to see that complaints comprise only a small percentage of these interactions. Nevertheless, we can always improve and will use this data to do so.

Tim Wales

Head of Library Services

Library Services Complaints Received (AY 2021/22)

 

Complaint Status # %
1. Received  1 3

2. Acknowledge 

2 6
3. Under Investigation 2 6
5. Resolved 19 59
7. Escalated 3 9
10. Other / Query 5 16
Total 32 100

 

 

Complaint Category # %
Rules, Regulations & Procedures  6 19

Open Access

6 19
Fines or Charges 5 16
Opening hours 4 13
Enforcement 3 9
Processes 3 9
Environment/facilities 2 6
Communications 1 3
Other 1 3
Staff 1 3
Total 32 100
# of complaints above received from OSCCA  # 13%

 

Complaint Type # %
Student (UG) 19 59

Student (PGT)

5 16
Student (PGR) 2 6
Staff (Acad.) 2 6
Organisation 2 6
Alumnus 1 3
Visitor 1 3
Total 32 100

                                                                                                                                                   

Last Updated: 31-Mar-22 9:52

 

About Library Services

  1. Library Strategic Plan - Find out about our strategic plan for 2021/2022 - 2025/2026.
  2. Research Code Integrity - Brunel's Open Access and Research Management Policies.
  3. Code of Conduct - The Code of Conduct, which you accepted outlines what is expected of you and your behaviour as a student at Brunel.
  4. Library Regulations.
  5. Accessibility Statement
  6. Library Services privacy notice
  7. Work for us
  8. Filming and photography
  9. Tell us what you think