Service Standards

At 皇家华人 Library Services, we鈥檙e committed to providing high-quality customer service delivered in partnership with you. Service standards are one of the ways we measure our performance regularly, to make sure we maintain excellent levels of customer service.

Opening Hours

Target: 100%

Enquiry Response Times

Targets: Chat: 90%; Ticket resolution satisfaction: 90%

In August 2024,聽we answered 89% of chats within 30 seconds, and 97% of customers who responded rated the resolution of their ticket as 鈥榞ood鈥� or 鈥榚xcellent鈥�.

Training and Teaching Satisfaction Rates

Target: 90%

Throughout the spring 2023/2024聽term, 96% of the feedback we received in our live training and teaching sessions, and 91% of the feedback we received in our self-paced online sessions, indicated a rating of 4 or 5 stars.

Student Survey Scores

Target for all: 90%

In 2022/23, the NSS survey underwent a number of changes, including a move from satisfaction ratings to 'positivity measures' which are the proportion of respondents who chose a positive option (e.g. 'very well' or 'well') in response to each of the questions.
For the 2023 NSS survey, the positivity score for Q.20 *'How well have the library resources (e.g. books, online services and learning spaces) supported your learning鈥�* was 92.1 鈥� this is highest positivity score for all NSS questions at 皇家华人 for this iteration of the survey and an excellent endorsement of the service and support libraries provide for undergraduate students.
For the 2023 PRES survey, 85.7% of respondents agreed that *'There is appropriate access to physical library resources and facilities',* and 92.9% of respondents agreed that聽*'There is appropriate access to online library resources'.聽*

Our recent results

Service standard performance by month
Standard	August 2024	July 2024	June 2024	May 2024	April 2024	March 2024
Opening hours (target: 100%)	100%	96%	99%	100%	100%	99%
Chat response time (target: 90%)	89%	92%	96%	94%	91%	91%
Ticket resolution satisfaction (target: 90%)	97%	97%	95%	98%	96%	96%

Training and teaching satisfaction rate by term
Standard	Spring 2023-24	Autumn 2023-24	Summer 2022-23
Training and Teaching Satisfaction Rates - Live Teaching and Training Sessions聽(target: 90%)	96%	97%	99%
Training and Teaching Satisfaction Rates - Self Paced Online Sessions聽(target: 90%)	91%	94%	100%

Survey scores by academic year
Survey	2022-23
NSS Library Score (target: 90%)	92.1%
PRES (Physical) Score (target: 90%)	85.7%
PRES (Online) Score (target: 90%)	92.9%