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 at least 90% of Student Support & Wellbeing reasonable adjustment requests within one working day.

Acquisitions

Within seven working days, the Acquisitions team will aim to source at least 90% of requested physical items, allocate a vendor, place the order with the allocated vendor and communicate with the order requestor.

Copyright Advice

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

E-resources

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

Events

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

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.

Open Access

We​ aim to process at least 90% of 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). 

Reader Services

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

Records Management

We aim to respond to at least 95% of enquiries within two working days.

Research Support

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

Teaching & Learning Services

We aim to fulfil at least 90% of TLS digitisation requests within 10 working days (excluding requests requiring direct permission or a Copyright Fee Paid item)

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.