Our standards set out the quality of customer service our members can expect to receive from library staff. The standards also set out the length of time we expect to take to get reply to your questions.
We are committed to monitoring these standards and sharing the results. The tables below show our standards, our target timescales and customer satisfaction as well as the actual result for 2023.
Data for these targets come from our annual library survey, our internal monitoring period and online feedback forms completed by members who have used our services.
Your library - in person and online
Target |
2023 Results |
| 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 | 94% |
| We will achieve a 95% satisfaction rating of “good” or “excellent” for events | 96% |
| We will keep the Library and Heritage Centre open for 99% of our advertised hours, excluding planned closures | Achieved |
| Our core library systems will be available 24/7 99% of the time excluding planned maintenance | Achieved |
| We will report Library and Archive systems faults to suppliers within one working day of being aware of the problem | Achieved |
Your time is important to us – timeliness
Target |
2023 Results |
| We will pick up webchat enquiries within 90 seconds | 95% achieved |
| Phone calls will be answered within three rings | 94% achieved |
| All donations offered will be accepted or rejected within 60 working days | Achieved |
| We will supply an acknowledgement to email enquiries and complaints within one working day |
98% Q2-4* |
| We will answer archive enquiries within 10 days | Achieved |
| We will supply a literature search in response to a request from members within 10 working days of receiving the request | 98% Achieved |
*Target suspended in Q1 due to industrial action and staffing
Your support, we’re here to help… just ask
Target |
2023 Results |
| 95% of attendees at drop-ins and 121 training sessions will rate the training as “excellent” or “good” | 99% |
| 98% of members will rate literature searches as good or excellent |
99% |
| 98% of customers will rate staff as knowledgeable |
97% |
| 98% of customers will rate staff as friendly and helpful | 97% |
| 100% of supervised special collections research sessions will be rated “good” or “excellent” | 100% |
| 95% of customers will be “satisfied” or “very satisfied” with our responses to enquiries and complaints | 97% |
