Our performance
We are committed to providing high quality customer service and to the principle of continuous improvement.
Key customer experience service standards
Our latest monthly performance summary is below, and can also be found on notice boards in the library.
Current key customer experience service standards include:
Availability of services and facilities
- Your Library and Extended Library Study Lounges will be open for all published opening hours.
- All your critical online library services will be available all day, every day of the year. This includes:
- Library OneSearch (library and online holdings)
- Circulation (borrowing and return).
Efficiency of service operation and delivery
- You will not have to queue longer than one minute for services in the libraries and Extended Library Study Lounges. This includes information desks, self-service units, photocopiers and printers.
- If you report an item as missing, we will respond within 48 hours to let you know if we have found it or if an alternative is available.
- If you request a book shown as available in another NTU library, we will get it to the library of your choice within 48 hours.
- If the book you need to support your studies is not on Library OneSearch we will provide you with a copy within 3 working days.
- We will return books and other library items back to the shelves within 18 hours.
- We will tidy shelves within two hours of you reporting them as untidy.
- We will respond to your email enquiries within 24 hours.
- We will respond to all your chat enquiries.
- We will respond to your phone enquiries within 30 seconds.
- If you make a complaint or give us feedback and request a reply using this website or our paper form, we will reply within 10 days.
Support for learning, teaching and research
- All first year students who attend a Library induction session will be satisfied with the outcomes.
- All first year students will receive information literacy teaching and guidance.
- All students attending information literacy sessions will be satisfied with the outcomes.
- Our Learning and Teaching Librarians will contact all new members of academic staff within four weeks of their appointment and offer them one-to-one inductions.
Latest performance against service standards (December 2023)
Service standard
Opening hours – we aim to meet our published opening hours so that you can access the physical library when you expect to be able to
Target
Meet our published opening hours
How we did
- Brackenhurst - Close to target
- City - Fully met target
- Clifton - Close to target
- Mansfield - Fully met target
Service standard
Queuing – we aim to keep queuing to a minimum so that you can access the services you need without delay
Target
Customers should not have to queue longer than 1 minute to obtain service
How we did
- Brackenhurst - Fully met target
- City - Fully met target
- Clifton - Fully met target
- Mansfield - Fully met target
Service standard
Missing items – we aim to respond to reports of missing items quickly, so that you know what is happening
Target
Customers reporting missing items will receive a response (found or alternative) within 48 hours (including weekends)
How we did
- Brackenhurst - Fully met target
- City - Fully met target
- Clifton - Fully met target
- Mansfield - Fully met target
Service standard
Inter-site transfers – where material is located at another NTU campus, we aim to get it for you as quickly as possible
Target
Items requested for inter-site loans will be provided within 48 hours (if available)
How we did
Fully met target
Service standard
Get My Book – if the book you need to support your studies is not on Library OneSearch then we will endeavour to get it for you
Target
We undertake to provide a copy for you within 3 working days
How we did
Fully met target
Service standard
Shelving – we will endeavour to ensure items are back on the shelves as fast as possible so that you can access the print material you need
Target
100% returned books will be shelved within 18 hours
How we did
- Brackenhurst - Fully met target
- City - Fully met target
- Clifton - Fully met target
- Mansfield - Fully met target
Service standard
Shelf tidying – we will endeavour to ensure that the shelves are tidy so that you can find the print material you need
Target
Shelves will be tidied within 2 hours of them being identified as untidy
How we did
- Brackenhurst - Fully met target
- City - Fully met target
- Clifton - Fully met target
- Mansfield - Fully met target
Service standard
Telephone enquiries – we aim to respond to your enquiries as quickly as possible
Target
All telephone calls will be answered within 30 seconds
How we did
Fully met target
Service standard
Email enquiries – we aim to respond to your enquiries as quickly as possible
Target
All emails will receive an initial response within 24 hours
How we did
Fully met target
Service standard
Chat enquiries – we aim to respond to your enquiries as quickly as possible
Target
All chat enquiries will be answered
How we did
Fully met target
Service standard
Customer feedback – we aim to respond to your feedback as quickly as possible
Target
All comments and complaints received via the web or paper form will receive an initial response within 10 days
How we did
Fully met target