Key Performance Indicator Tracker

Collections availability (Monthly)

Ensure eBooks and print books are accessible to users via Library Search within 3 working days of receipt, supporting timely discovery and borrowing.

Date	Target % - 95
1/10/2025	99.72%
1/11/2025	98.63%
1/12/2025	97.89%

Maintain 99.9% uptime for Library and Archives search tools, ensuring reliable access in line with vendor service level agreements (excluding scheduled downtime).

Date	Target % - 99.9
1/10/2025	100%
1/11/2025	100%
1/12/2025	100%

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).

Date	Target % - 100
1/10/2025	100
1/11/2025	100
1/12/2025	100

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.

Date	Target % - 100
1/10/2025	100
1/11/2025	100
1/12/2025	100

95% of deposits are added to the research repository and are 'live' within 14 working days, unless we specifically advertise otherwise.

Date	Target % - 95
1/10/2025
1/11/2025
1/12/2025

Collections availability (Termly)

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.

Date	Target % - 90
1/10/2025	98.45
1/11/2025	N/A
1/12/2025	N/A
1/1/2026	100
1/2/2026	N/A
1/3/2026	N/A
1/4/2026	N/A
1/5/2026
1/6/2026	N/A
1/7/2026	N/A

Training activity (Yearly)

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

Date	Target % - 95
1/10/2025	100
1/11/2025	100
1/12/2025	100

Feedback

Respond to 100% of formal complaints within 20 working days, in line with University procedures, ensuring concerns are addressed promptly and respectfully.

Date	Target % - 100
1/10/2025	100
1/11/2025	N/A
1/12/2025

Maintain a minimum 4 out of 5 star satisfaction rating from users based on feedback received via our enquiry management system.

Date	Target - 4
1/10/2025	4.9
1/11/2025	4.9
1/12/2025	4.7

Exceed the sector average for Library-related questions in national surveys (e.g., NSS), reflecting our commitment to continuous improvement and user satisfaction.

Date	Target % - 100
1/10/2025
1/11/2025
1/12/2025

Enquiries

Acknowledge 100% of enquiries within 1 working day (Monday–Friday, excluding bank holidays and university closure days), ensuring users feel heard and supported.

Date	Target % - 100
1/10/2025	100
1/11/2025	100
1/12/2025	100

Resolve 80% of enquiries within 1 working week, with weekly updates provided for more complex cases.

Date	Target % - 80
1/10/2025	87
1/11/2025	86
1/12/2025	87

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.

Date	Target % - 90
1/10/2025	N/A
1/11/2025	N/A
1/12/2025	N/A