Brunel Library is committed to delivering on it's customer charter. In order to achieve this the Library has set a number of service standards.
| Target | Team | Q1 (Oct - Dec) |
|---|---|---|
| The library will be open for the advertised opening hours. | Customer Services | Achieved and ongoing. |
| Library services will provide a 24/7 enquiry service. | Customer Services | Achieved and ongoing. |
| Target | Team | Q1 (Oct - Dec) |
|---|---|---|
| We will deliver high quality customer service that achieves the Customer Service Excellence accreditation. | All | Successfully renewed 6/2023. |
| We will regularly seek the views of customers in a variety of ways. | All | Achieved and ongoing. |
| We will achieve an average quarterly satisfaction score of 4.5 out of 5 for enquiries emailed to library@brunel.ac.uk. | Customer Service | 4.7/5 |
| We will achieve an average quarterly satisfaction score of 3.5 out of 4 for enquiries received on LibChat. | Customer Service | 3.9/4 |
| Target | Team | Q1 (Oct - Dec) |
|---|---|---|
| We will respond to 92% of enquiries sent to library@brunel.ac.uk or 0203 3222298 within 24 hours. | Customer Services | 94% |
| We will answer 92% of phone calls to 01895 26614 within 60 seconds. | Customer Services | 95% |
| We will respond to 95% of LibChat enquiries within 60 seconds. | Customer Services | 90% |
| We will respond to 90% of enquiries for academic support within 1 working day. | Academic Services | 87% |
| We will respond to 95% of all enquiries related to document delivery or e-resources within 1 working day. | Content & Discovery | 97% |
| We will provide funder-compliant decisions on open access funding within 5 working days. | Open Research and Rights | 91% |
| We will respond to 90% of internal enquiries related to records management within 2 working days. | Archives and Special Collections | 100% |
| We will respond to 90% of internal enquiries related to Archives and Special Collections within 1 working week. | Archives and Special Collections |
100% |
| We will respond to 90% of external enquiries related to Archives and Special Collections within 2 working week. | Archives and Special Collections | 100% |
| Target | Team | Q1 (Oct - Dec) |
|---|---|---|
| We will reshelve 80% of returned items within 24 hours. | Customer Services | 77% |
| We will make 90% of print and ebook requests available to access within 10 working days. | Content and Discovery | 99.5% |
| Target | Team | 2022/23 |
|---|---|---|
| Achieve an average yearly satisfaction score of 75% for teaching provided by Academic Liaison Librarians. | Academic Services | 86.3% |
| 1-to-1 appointments with Academic Liaison Librarians will be available as advertised on the library webpages. | Academic Services | Achieved and ongoing. Students and staff can make appointments with ALLs online. |
| We will advocate and explain requirements around Open Access and provide support to researchers. | Open Research and Rights | Achieved and ongoing. |
| We will develop and update online study support resources. | Academic Services | Achieved and ongoing. A new Avoiding Plagiarism module was created and uploaded for this academic year. |