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.
Month | Result |
---|---|
June 2025 | 86% |
May 2025 | 100% |
April 2025 | 100% |
March 2025 | 98% |
February 2025 | 95% |
January 2025 | 100% |
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.
Quarter | Result |
---|---|
February 2025 - April 2025 | 100% |
November 2024 - January 2025 | 100% |
August 2024 - October 2024 | 86% |
May 2024 - July 2024 | 99% |
Copyright Advice
We aim to respond to at least 90% of copyright queries within two working days.
Month | Result |
---|---|
June 2025 | 100% |
May 2025 | 100% |
April 2025 | 100% |
March 2025 | 100% |
February 2025 | 100% |
January 2025 | 100% |
E-resources
We aim to respond to 90% of our queries within one working day.
Term | Result |
---|---|
June 2025 | 98% |
May 2025 | 97% |
Events
We aim for 90% of the feedback we receive about our events to get a rating of four or five stars.
Term | Result |
---|---|
Spring Term 2024/25 | 92% |
Autumn Term 2024/25 | N/A |
Summer Term 2023/24 | 82% |
Spring Term 2023/24 | 100% |
Autumn Term 2023/24 | 100% |
Summer Term 2022/23 | 100% |
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.
Term | Result |
---|---|
Spring Term 2024/25 | 100% |
Autumn Term 2024/25 | 100% |
Summer Term 2023/24 | 100% |
Spring Term 2023/24 | 100% |
Autumn Term 2023/24 | 94% |
Summer Term 2022/23 | 100% |
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).
Term | Result |
---|---|
Spring Term 2024/25 | 98% |
Autumn Term 2024/25 | 90% |
Reader Services
The reader services team aim to answer 95% of enquiries within five working days.
Term | Result |
---|---|
Spring term 2024/25 | 94% |
Autumn Term 2024/25 | 99% |
Summer Term 2023/24 | 95% |
Spring Term 2023/24 | 96% |
Research Support
We aim to respond to 90% of Research Data Management, Bibliometrics and Open Science enquiries within two working days.
Month | Result |
---|---|
June 2025 | 94% |
May 2025 | 95% |
April 2025 | 100% |
March 2025 | 94% |
February 2025 | 100% |
January 2025 | 92% |
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).
Month | Result |
---|---|
May 2025 | 93% |
April 2025 | 99% |
March 2025 | 100% |
February 2025 | 91% |
January 2025 | 87% |
December 2024 | 81% |
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.