Your library - in person and online

• We will achieve a 95% satisfaction rating of Library and Archive Service (LAS) Annual Survey respondents who were “satisfied” or “very satisfied” with the library services overall
• We will achieve a 95% satisfaction rating of “good” or “excellent” for events
• We will keep the Library and Museum open for 99% of our advertised hours, excluding planned closures
• Our core library systems will be available 24/7 99% of the time excluding planned maintenance
• We will report Library and Archive systems faults to suppliers within one working day of being aware of the problem

Your time is important to us – timeliness 

• We will be approachable, ready to help, stop all other activity and focus entirely on the customer making the enquiry
• We will serve customers within two minutes of arrival at the Library and Museum reception desk
• We will pick up webchat enquiries within 90 seconds
• Phone calls will be answered within seven rings
• All donations offered will be accepted or rejected within 60 working days
• We will supply an acknowledgement to email enquiries and complaints within one working day
• We will provide a response to enquiries and complaints within five working days
• We will answer archive enquiries within 10 days
• We will supply a literature search in response to a request from members within 10 working days of receiving the request

Your support, we’re here to help… just ask 

• 95% of attendees at group training sessions and 121 training sessions will rate the training as “excellent” or “good”
• 95% of members will rate literature searches as good or excellent
• 95% of customers will rate staff as knowledgeable 
• 95% of customers will rate staff as friendly and helpful 
• 95% of supervised special collections research sessions will be rated “good” or “excellent”
• 95% of customers will be “satisfied” or “very satisfied” with our responses to enquiries and complaints

This standard is informed by the RCN respect charter, the RCN Library Terms and Conditions and LAS Events Terms and Conditions, and industry standards within libraries, archives and museums. 
Details of our performance against these targets will be published annually.