Library service standards and key performance indicators (KPIs)

In order to support our core values we work toward the agreed set of service standards below and monitor our performance against these.

We also have a Library Charter outlining our service ethos and what you can expect from us and a Customer Engagement Strategy (currently under revision).

How can I feedback on any aspect of Library Services?

We welcome feedback on any aspect of Library Services and desire to incorporate suggestions in to the development and improvement of our services.
Should you feel that we are not meeting these standards, please let us know or you can follow the Library Services Feedback and Complaints Procedure. To view the feedback and complaints procedure, read our Library Services: General policies and regulations page.
What are our service standards?
Collections
All items returned to the Library are reshelved within 24 hours during staffed hours.
All new books received by the library are available on the shelf within five working days of their receipt.
All ebooks ordered through our standard supplier are discoverable within LibSearch within two working days.
All content purchased or subscribed to via the library is discoverable via LibSearch and LibSearch is operational at least 99.9% of the time each year.
All recommendations and suggestions received by the Library Service are reviewed by a Subject Specialist.
All new research outputs added to UWL Repository are processed within five working days.
Support
All library and archive enquiries that are received via our main contact address are acknowledged within 24 hours.
All complaints received using any of our main contact channels and that can be resolved within Library Services are resolved within five working days.
All modules have a reading list and these are accessible at least 99.5 of the time each month.
All students can arrange an in person or online appointment with their Subject Librarian.
What are the key performance indicators?
Theme 1. Embedding inclusivity to support success 
KPI: Unique items purchased over 5 years
2028 target: 30% inclusive
KPI: Number of enquiries received across student demographics
2028 target: Proportional to size of population
Theme 2. Understanding students’ needs to help them succeed 
KPI: National Student Survey (NSS) library question (Q20)
2028 target: Consistently top 10 in UK
KPI: Ebook usage per FTE student
2028 target: Top third of local comparators
Theme 3. Supporting students with skills for their education and future careers
KPI: Embedded information literacy
2028 target: 90%+
Theme 4. Support potential students being able to access HE
KPI: Archive enquiries
2028 target: 10% growth p/a
KPI: Library outreach programme
2028 target: Working with 10 secondary schools
Theme 5. Building impactful research
KPI: % of eligible outputs added open access to repository p/a
2028 target: 100%
KPI: Archive institutional history collection
2028 target: 10% growth p/a
Theme 6. Development of Library Services team
KPI: Department scholarship output
2028 target: Reach 10 outputs p/a
All KPIs up to date as of February 2024.