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Standards by service

At UCL Library Services, we’re committed to providing high-quality customer service. Service standards are one of the ways we measure our performance regularly.

This page presents the results for the service standards we are currently measuring, in addition to our cross-service standards. As we increase the number of standards we are measuring, we will add more results to this page over time.

Accessibility

We aim to respond to all Student Support & Wellbeing reasonable adjustment requests within one working day.

MonthResult
June 202586%
May 2025100%
April 2025100%
March 202598%
February 202595%
January 2025100%

Acquisitions

Within seven working days, the Acquisitions team will aim to source requested physical items, allocate a vendor, place the order with the allocated vendor and communicate with the order requestor.

QuarterResult
February 2025 - April 2025100%
November 2024 - January 2025100%
August 2024 - October 202486%
May 2024 - July 202499%

Copyright Advice

We aim to respond to at least 90% of copyright queries within two working days.

MonthResult
June 2025100%
May 2025100%
April 2025100%
March 2025100%
February 2025100%
January 2025100%

E-resources

We aim to respond to 90% of our queries within one working day.

TermResult
June 202598%
May 202597%

Events

We aim for 90% of the feedback we receive about our events to get a rating of four or five stars.

TermResult
Spring Term 2024/2592%
Autumn Term 2024/25N/A
Summer Term 2023/2482%
Spring Term 2023/24100%
Autumn Term 2023/24100%
Summer Term 2022/23100%

Help Services

We aim for 90% of our chats to be answered within thirty seconds and for 90% of customers who respond to rate the resolution of their ticket as "good" or "excellent". The data for this service is displayed on our main Service Standards page.


Membership

We aim to process 95% of our membership applications within two working days.

TermResult
Spring Term 2024/25100%
Autumn Term 2024/25100%
Summer Term 2023/24100%
Spring Term 2023/24100%
Autumn Term 2023/2494%
Summer Term 2022/23100%

Open Access

We​ aim to process all outputs in scope of the Research Excellence Framework (REF) open access policy within two working days of deposit in UCL’s Research Publications Service (RPS). 

TermResult
Spring Term 2024/2598%
Autumn Term 2024/2590%

Reader Services

The reader services team aim to answer 95% of enquiries within five working days.

TermResult
Spring term 2024/2594%
Autumn Term 2024/2599%
Summer Term 2023/2495%
Spring Term 2023/2496%

Research Support

We aim to respond to 90% of Research Data Management, Bibliometrics and Open Science enquiries within two working days.

MonthResult
June 202594%
May 202595%
April 2025100%
March 202594%
February 2025100%
January 202592%

Teaching & Learning Services

We aim to fulfil TLS digitisation requests within 10 working days (excluding requests that require permission or a Copyright Fee Paid item).

MonthResult
May 202593%
April 202599%
March 2025100%
February 202591%
January 202587%
December 202481%

User Training, Teaching and Skills

We aim for 90% of the feedback we receive in our training and teaching sessions to indicate a rating of four or five stars. The data for this service is displayed on our main Service Standards page.