Library Services


Customer Service

We're committed to providing high-quality customer service delivered in partnership with you.

Responding to your feedback

We're always happy to hear your feedback on our services, and we welcome suggestions for improvement.

If you would like to provide feedback, please use our feedback form or visit our getting help and contacting us webpage for more information.

How quickly did we respond to your queries via email and webform during the week?

From 10 January to 31 March 2022, 92% of email and webform enquiries were responded to within one day.

How did you rate our response to queries via email and webform?

97% of our responses to email or webform queries were rated good or excellent.

From 10 January to 31 March 2022, 88% of email or webform responses were rated as excellent, 9% as good, 2% as so-so, and 1% were rated bad.

What have you said about our response to email and webform queries?

“I am so impressed by how responsive the library staff always are to my requests and queries. Thank you!”
“Thanks for all your assistance and for the truly wonderful support the library gives to its members.”
“Whenever I use the library service I am treated with kindness, courtesy. I always feel that I am benefiting from the expertise of a very dedicated team. Thank you for all your help during my studies.”
“Library staff have been so helpful. This is true of my most recent experience but is also true of all the interactions I have had with them. It makes a big difference.”

How quickly did we respond to your queries via Library Chat?

95% of live chat requests were acknowledged within 30 seconds.

From 10 January to 31 March 2022, 95% of chats were acknowledged within 30 seconds, 4% were acknowledged between 30 and 60 seconds, and 1% were acknowledged after more than 60 seconds.

How did you rate our response to queries via our live Library Chat service?

97% of our interactions with you via our live Library Chat service were rated good or excellent.

From 10 January to 31 March 2022, 88% of chats were rated as excellent, 9% as good, 3% as so-so, and 0% were rated bad.

What have you said about our live Library Chat service?

“I want to acknowledge the tremendous support given by the members of the UCL Libraries team. They have always helped me in all my requirements. They are very kind and with very good will! Thanks a lot.”
“Professional, knowledgeable and a pleasure to communicate with.”
“They were very helpful and courteous. They resolved my issue. Thank you!”
“Easy to connect with the library and quick responses.”

Service Charter

We value and respect our diverse range of users and our service charter represents our agreement with you, outlining our commitment to our users.

Customer Service Excellence

UCL Library Services has achieved Customer Service Excellence Accreditation, a government standard awarded by the Cabinet Office.

Customer Service Excellence Logo

To achieve Customer Service Excellence (CSE), organisations are assessed against 57 criteria in the areas of Customer Insight, the Culture of the Organisation, Information and Access, Delivery and Timeliness, and Quality of Service. Most organisations pass with only partial accreditation in some criteria, but the library had full compliance in all criteria – an excellent achievement for UCL.

The assessment consisted of a desktop exercise where 130 pieces of documentary evidence were submitted to the CSE Assessor as well as a two-day on-site Assessment. The Assessment involved visits to libraries, observation, presentations by Library colleagues and meetings with academic staff, students and partners in ISD and Student and Registry Services.

The Accreditation process runs in a three-year cycle and there are two Annual Review visits to ensure that CSE is used effectively as a tool for continuous improvement.

“We have been informed that we have achieved CSE Accreditation with full compliance in all 57 criteria which is a significant achievement for a Division of our size – the first, we believe, in UCL to obtain such Accreditation. We would like to thank everyone who contributed to such a successful outcome.”

Peter Dennison (Head of Customer Service)