Library Services
We are committed to continuous improvement and monitor our performance against an agreed set of service standards. This page outlines how well we are meeting those standards. Please let us know if there are any other library services you think we should measure.
Over 90% of students score our physical and online library services as 'good' or 'very good'
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Student satisfaction scores: % rating 'good' or 'very good' |
Target | 2021 | 2022 | 2023 | 2024 |
|---|---|---|---|---|---|
| Physical library services - taught students (PTES*) | 90% | 62% | 91% | 93% | 94% |
| Physical library services - research students (PRES**) | 90% | 88% | 74% | 91% | 92% |
| Online library services - taught students (PTES*) | 90% | 79% | 88% | 94% | 94% |
| Online library services - research students (PRES**) | 90% | 90% | 95% | 93% | 92% |
| Live chats | 95% | 100% | 100% | 98% | 93% |
*PTES is the annual Postgraduate Taught Experience Survey.
**PRES is the annual Postgraduate Research Experience Survey.
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Library buildings are consistently open at advertised times, and key online library systems are reliable. |
Target | Jan-Mar 2024 | Apr-Jun 2024 | July-Sep 2024 | Oct-Dec 2024 |
|---|---|---|---|---|---|
| Access to physical library spaces and resources is available 99% of original advertised opening hours. | 99% | Yes | Yes | Yes | Yes |
| Library Account and Library Search are available 99% of the time (excluding advertised pre-planned maintenance downtime). | 99% | Yes | Yes | Yes | Yes |
| eBook platforms have 99% availability between 8am and midnight. | 99% | Yes | Yes | Yes | Yes |
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Support from Library staff is available at our service desks and online when you need it. |
Target | Jan-Mar 2024 | Apr-Jun 2024 | July-Sep 2024 | Oct-Dec 2024 |
|---|---|---|---|---|---|
| Service desks are staffed 95% of original advertised hours. | 95% | Yes | Yes | Yes | Yes |
| LibChat is available 24/7 every day. | 99% | Yes | Yes | Yes | Yes |
| A convenient range of bookable appointments are available with professional Research, Teaching, and Skills library staff. | TBD | TBC | TBC | TBC | TBC |
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Requests for materials are processed quickly. |
Target | Jan-Mar 2024 | Apr-Jun 2024 | July-Sep 2024 | Oct-Dec 2024 |
|---|---|---|---|---|---|
| We acknowledge 95% of all interlibrary loan requests within three working days. | 95% | TBC | TBC | TBC | TBC |
| We acquire 90% of new print books within 14 days of an order being placed for items in stock at our suppliers. | 90% | TBC | TBC | TBC | TBC |
| We acquire 90% of eBooks within five working days of an order being placed for items available for purchase from our suppliers. | TBD | TBC | TBC | TBC | TBC |
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Research publisher deals are shared with researchers swiftly. |
Target | Jan-Mar 2024 | Apr-Jun 2024 | July-Sep 2024 | Oct-Dec 2024 |
|---|---|---|---|---|---|
| All Open Access publisher deals are advertised within three weeks of agreement activation date | 100% | N/A | N/A | Yes | Yes |
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Engagement standards |
Target | Jan-Mar 2024 | Apr-Jun 2024 | Jul-Sep 2024 | Oct-Dec 2024 |
|---|---|---|---|---|---|
| We provide an initial response to 90% of all queries and feedback sent to library@cranfield.ac.uk within 2 days. | 90% | 92% | 92% | 92% | 91% |
| We provide an initial response to 90% of research data management plan review requests within 5 days. | 90% | 94% | 71% | 90% | 55% |
| We pickup 90% of online chats within 90 seconds. | 90% | 99% | 95% | 97% | 99% |
| We provide decisions on 95% of compliant APC funding requests within 5 days. | 95% | n/a | n/a | n/a | 100% |