Library Service Standards and Key Performance Indicators (KPIs)

In order to support our core values we work toward the agreed set of service standards below and monitor our performance against these.  

We also have a Library Charter outlining our service ethos and what you can expect from us and a Customer Engagement Strategy (currently under revision). 

 

  • How can I feedback on any aspect of Library Services?

    We welcome feedback on any aspect of Library Services and desire to incorporate suggestions in to the development and improvement of our services.  

    Should you feel that we are not meeting these standards, please let us know or you can follow the Library Services Feedback and Complaints Procedure. To view the feedback and complaints procedure, read our Library Services: General policies and regulations page.

  • What are our service standards? 

    • All items returned to the Library are reshelved within 24 hours.
    • Books that need cataloguing or processing are available on the shelf within seven days.
    • All enquiries that are received via our main contact address are acknowledged within 24 hours, and all complaints received using any of our main contact channels and that can be resolved within Library Services are resolved within five working days.
    • All modules have a reading list.
    • Library Services has a working relationship with all subcontracted partners.
  • What are the key performance indicators?

    Theme 1. Embedding inclusivity to support success 

    KPI: Unique items purchased over 5 years

    • 2028 target: 30% inclusive

    KPI: Number of enquiries received across student demographics

    • 2028 target: Proportional to size of population

    Theme 2. Understanding students’ needs to help them succeed  

    KPI: National Student Survey (NSS) library question (Q20)

    • 2028 target: Consistently top 10 in UK

    KPI: Ebook usage per FTE student

    • 2028 target: Top third of local comparators

    Theme 3. Supporting students with skills for their education and future careers

    KPI: Embedded information literacy

    • 2028 target: 90%+

    Theme 4. Support potential students being able to access HE

    KPI: Archive enquiries

    • 2028 target: 10% growth p/a

    KPI: Library outreach programme

    • 2028 target: Working with 10 secondary schools

    Theme 5. Building impactful research

    KPI: % of eligible outputs added open access to repository p/a

    • 2028 target: 100%

    KPI: Archive institutional history collection

    • 2028 target: 10% growth p/a

    Theme 6. Development of Library Services team

    KPI: Department scholarship output

    • 2028 target: Reach 10 outputs p/a

    All KPIs up to date as of February 2024.

Service standards and KPIs were endorsed by the University Academic Board on 25 February 2024.

Get in touch

Student reading in library

In-person: Visit the Help Zone, ground floor at our Ealing & Reading sites. Find out the library opening hours.

Email us: library@uwl.ac.uk

Social media: Twitter

Telephone:  Ealing: 020 8231 2405  /  Reading: 020 8209 4434  (Mon-Fri 9am-5pm)

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