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How quickly did we respond to your queries and how did we do?
How quickly did we respond to your online enquiries during the week?
From 01 July to 30 September June 2024, 89% of online enquiries were responded to within one day.
How did you rate our response to your online enquiries?
98% of our responses to email or webform queries were rated good or excellent.
From 01 July to 30 September 2024, 92% of online responses were rated as excellent, 6% as good, 1% as so-so, and 1% were rated bad.
What have you said about our response to your online enquiries?
“As ever, the team was great and delivered exactly what was needed very promptly!”
“Librarians are so helpful and a lovely environment to read and work.”
“Prompt, kind and collegial. Absolutely commendable community service. Thank you.”
“The Librarian who answered my call was very helpful and knowledgeable. She provided lots of information with regard to my query and was very friendly and professional throughout the call.”
How quickly did we respond to your enquiries using Library Chat?
91% of live chat requests were acknowledged within 30 seconds.
From 01 July to 30 September 2024, 91% of chats were acknowledged within 30 seconds, 6% were acknowledged between 30 and 60 seconds, and 3% were acknowledged after more than 60 seconds.
How did you rate our response to your enquiries using Library Chat?
96% of our interactions with you via our live Library Chat service were rated good or excellent.
From 01 July to 30 September 2024, 88% of chats were rated as excellent, 8% as good, 3% as so-so, and 1% were rated bad.
What have you said about our Library Chat service?
"Supersonic reply. Extremely helpful. I would definitely recommend...this service as it works brilliantly compared to many organisations."
"Super useful and prompt and helped me with my query smoothly and efficiently. Amazing service and communication! :)"
“Very helpful. Provided more help than I had initially required which will allow me to resolve issues now than at the start of my course. Very much appreciated!”
"As always, great service from the library help chat."
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.