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How quickly did we respond to your queries and how did we do?
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.
Please also see our Service Standards webpage for more detailed information on our recent performance.
How quickly did we respond to your online enquiries during the week?
From 01 April to 30 June 2024, 86% 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 April to 30 June 2024, 90% of online responses were rated as excellent, 7% as good, 1% as so-so, and 2% were rated bad.
What have you said about our response to your online enquiries?
“Extraordinary display of professionalism, sensitivity and thoroughness by entire staff of the very clean and well organised library.”
“As always, the staff were really helpful and replied to my enquiry straight away. They do a great job!”
“Prompt response, as always. Such a lovely team and resource to have.”
“I have always found the UCL library to be excellent with first rate staff.”
How quickly did we respond to your enquiries using Library Chat?
94% of live chat requests were acknowledged within 30 seconds.
From 01 April to 30 June 2024, 94% of chats were acknowledged within 30 seconds, 4% were acknowledged between 30 and 60 seconds, and 2% were acknowledged after more than 60 seconds.
How did you rate our response to your enquiries using Library Chat?
99% of our interactions with you via our live Library Chat service were rated good or excellent.
From 01 April to 30 June 2024, 87% of chats were rated as excellent, 12% as good, 1% as so-so, and 0% were rated bad.
What have you said about our Library Chat service?
“This is a wonderful service and I very much appreciate the help given.”
“Thank you for your help. The team are very response and always helpful in resolving queries or signposting if there is an issue.”
“Very polite and helpful - will definitely use this service again!”
“Very professional and well informed. Thank you very much!”