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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.

Events

We aim for 90% of the feedback we receive about our events to get a rating of 4 or 5 stars.

TermResult
Summer Term 2021/22100%
Spring Term 2021/22 N/A

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
Summer Term 2021/2299%
Spring Term 2021/22

98%


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 4 or 5 stars. The data for this service is displayed on our main Service Standards page.