Library performance
Our Library and Museum Enquiry and Service Standards set out the level of service our members can expect, including response times. These standards are reviewed each year and can be found on our Policies, Reports and Publications page.
We regularly monitor our performance and publish the results below. This data comes from our annual library survey, member feedback forms, and internal reviews.
Your library 鈥撀爄n person and online
Target |
2024 |
2023 |
2022 |
|
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 |
97% |
94% |
97% |
|
We will achieve a 95% satisfaction rating of “good” or “excellent” for events |
98% from Smart Survey |
96% from Smart Survey |
95% from Smart Survey |
|
We will keep the Library and Museum open for 99% of our advertised hours, excluding planned closures |
Achieved |
Achieved |
Achieved |
|
Our core library systems will be available 24/7 99% of the time excluding planned maintenance |
Achieved |
Achieved |
Achieved |
|
We will report Library and Archive systems faults to suppliers within 1 working day of being aware of the problem |
Achieved |
Achieved |
Achieved |
Your time is important to us 鈥� timeliness
Target |
2024 |
2023 |
2022 |
| We will pick up webchat enquiries within 90 seconds | 95% | 95% | 95% |
| Phone calls will be answered within 7 rings (2023 & 2022 target was 3 rings) |
95% | 94% |
N/A*
|
| All donations offered will be accepted or rejected within 60 working days | Achieved | Achieved | Achieved |
| We will supply an acknowledgement to email enquiries and complaints within one working day |
99% |
98% Q2-4** |
100% Q1-3*** |
| We will answer archive enquiries within 10 days | 99% | Achieved | Achieved |
| We will supply a literature search in response to a request from members within 10 working days of receiving the request | 99% | 98% | 1000% |
* Monitoring period did not take place due to staff changes
** Target suspended in Q1 due to industrial action and staffing
*** Target suspended in Q4 due to industrial action
Your support, we鈥檙e here to help鈥� just ask
Target |
2024 |
2023 |
2022 |
| 95% of attendees at group training sessions and 121 training sessions will rate the training as 鈥渆xcellent鈥� or 鈥済ood鈥� | 100% | 99% | 100% |
| 98% of members will rate literature searches as good or excellent |
96% | 99% |
96% from annual survey 100% from smart survey |
| 98% of customers will rate staff as knowledgeable |
98% | 97% | 99% |
| 98% of customers will rate staff as friendly and helpful | 100% | 97% | 99% |
| 100% of supervised special collections research sessions will be rated 鈥済ood鈥� or 鈥渆xcellent鈥� | 100% | 100% | 100% |
| 95% of customers will be 鈥渟atisfied鈥� or 鈥渧ery satisfied鈥� with our responses to enquiries and complaints | 98% | 97% | 94% |
Our standards are informed by:
- 茄子视频 Respect Charter
- 茄子视频 Library Terms and Conditions
- LAS Events Terms and Conditions
- industry standards within libraries, archives and museums
