Standards by service

At UCL Library Services, we’re committed to providing high-quality customer service. Service standards are one of the ways we measure our performance regularly.

This page presents the results for the service standards we are currently measuring, in addition to our cross-service standards. As we increase the number of standards we are measuring, we will add more results to this page over time.

Accessibility

We aim to respond to all Student Support & Wellbeing reasonable adjustment requests within one working day.

Acquisitions

Within seven working days, the Acquisitions team will aim to source requested physical items, allocate a vendor, place the order with the allocated vendor and communicate with the order requestor.

Copyright Advice

We aim to respond to at least 90% of copyright queries within two working days.

Events

We aim for 90% of the feedback we receive about our events to get a rating of 4 or 5 stars.

Help Services

We aim for 90% of our chats to be answered within thirty seconds and for 90% of customers who respond to rate the resolution of their ticket as ‘good’ or ‘excellent’. The data for this service is displayed on our main Service Standards page.

Membership

We aim to process 95% of our membership applications within two working days.

Reader Services

The reader services team aim to answer 95% of enquiries within 5 working days.

Research Support

We aim to respond to 90% of Research Data Management, Bibliometrics and Open Science enquiries within two working days.

User Training, Teaching and Skills

We aim for 90% of the feedback we receive in our training and teaching sessions to indicate a rating of 4 or 5 stars. The data for this service is displayed on our main Service Standards page.