Key Performance Indicators

Collections Availability

We are committed to ensuring that our collections are accessible, discoverable, and available when our users need them. By streamlining processes and maintaining high service standards, we aim to support learning, teaching, and research with speed and reliability.

• Ensure 95% of eBooks and print books are accessible to users via Library Search within 3 working days of receipt, supporting timely discovery and borrowing.
• Maintain 99.9% uptime for Library and Archives search tools, ensuring reliable access in line with vendor service level agreements (excluding scheduled downtime).
• Guarantee that 90% of essential readings submitted by academic departments before review deadlines (31 July, 30 November, 30 March) are available before the start of each term, enabling students to prepare effectively.
• Provide prompt access to archival materials: items at the Modern Records Centre will be ready for consultation within 2 working days, and items from the External Store (Wellesbourne) within 7 working days (excluding bank holidays and university closure days).
• Ensure newly received bequeathed and deposited materials are discoverable at a collection level on Archives Search within 20 working days, enhancing visibility and access to unique resources.
• 95% of deposits are added to the research repository and are 'live' within 14 working days, unless we specifically advertise otherwise.

Training Activity

We design our training sessions to empower users with confidence and skills and endeavour to support academic growth through clear, engaging, and responsive learning experiences.

• Achieve 95% confidence uplift among participants who provide feedback, demonstrating the effectiveness and impact of Library and Archives training sessions.

Feedback

We value every piece of feedback as a chance to improve and strengthen our services. Our approach is rooted in listening, learning, and acting swiftly to ensure users feel heard and supported.

• Respond to 100% of formal complaints within 20 working days, in line with University procedures, ensuring concerns are addressed promptly and respectfully.
• Maintain a minimum 4 out of 5 star satisfaction rating from users based on feedback received via our enquiry management system.
• Exceed the sector average for Library-related questions in national surveys (e.g., NSS), reflecting our commitment to continuous improvement and user satisfaction.

Enquiries

We strive to make every enquiry experience smooth, helpful, and reassuring. Whether online, by phone, or in person, our team is dedicated to providing timely, accurate, and friendly support.

• Acknowledge 100% of enquiries within 1 working day (Monday–Friday, excluding bank holidays and university closure days), ensuring users feel heard and supported.
• Resolve 80% of enquiries within 1 working week, with weekly updates provided for more complex cases.
• Answer or acknowledge 95% of phone calls immediately during staffed hours, with 85% resolved at first contact, minimising user effort.
• Ensure staff are available to greet and assist users within 1 minute of approach during staffed hours, with 90% of face-to-face enquiries resolved immediately or within 1 working day if follow-up is needed.