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How quickly did we respond to your queries and how did we do?
How quickly did we respond to your online enquiries during the week?
From 01 October to 31 December 2024, 92% of online enquiries were responded to within one day.
How did you rate our response to your online enquiries?
97% of our responses to email or webform queries were rated good or excellent.
From 01 October to 31 December 2024, 91% of online responses were rated as excellent, 6% as good, 1% as so-so, and 2% were rated bad.
What have you said about our response to your online enquiries?
"The library team are very responsive and accommodating. It's always been a pleasuring experience when dealing with any members of the team. Keep up the good work."
"I was assisted promptly, professionally and was given assuring information which I will follow up and once more thank for your attention."
"The UCL library has an amazing team always here to support us in any way possible."
"Could not have been more helpful - excellent service - thank you."
How quickly did we respond to your enquiries using Library Chat?
91% of live chat requests were acknowledged within 30 seconds.
From 01 October to 31 December 2024, 91% of chats were acknowledged within 30 seconds, 3% were acknowledged between 30 and 60 seconds, and 6% were acknowledged after more than 60 seconds.
How did you rate our response to your enquiries using Library Chat?
98% of our interactions with you via our live Library Chat service were rated good or excellent.
From 01 October to 31 December 2024, 81% of chats were rated as excellent, 17% as good, 1% as so-so, and 1% were rated bad.
What have you said about our Library Chat service?
“Prompt and informative and polite.”
“Wonderful assistance and very understanding.”
“Just great, I highly recommend this chat.”
“As always, super helpful.”
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.