Library performance
Our Library and Museum Enquiry and Service Standards set out the level of service our members can expect, including response times. These standards are reviewed each year and can be found on our Policies, Reports and Publications page.
We regularly monitor our performance and publish the results below. This data comes from our annual library survey, member feedback forms, and internal reviews.
Your library 鈥撀爄n person and online
Target |
2024 |
2023 |
2022 |
|
We will achieve a 95% satisfaction rating of Library and Archive Service (LAS) Annual Survey respondents who were “satisfied” or “very satisfied” with the library services overall |
97% |
94% |
97% |
|
We will achieve a 95% satisfaction rating of “good” or “excellent” for events |
98% from Smart Survey |
96% from Smart Survey |
95% from Smart Survey |
|
We will keep the Library and Museum open for 99% of our advertised hours, excluding planned closures |
Achieved |
Achieved |
Achieved |
|
Our core library systems will be available 24/7 99% of the time excluding planned maintenance |
Achieved |
Achieved |
Achieved |
|
We will report Library and Archive systems faults to suppliers within 1 working day of being aware of the problem |
Achieved |
Achieved |
Achieved |
Your time is important to us 鈥� timeliness
Target |
2024 |
2023 |
2022 |
| We will pick up webchat enquiries within 90 seconds | 95% | 95% | 95% |