Library Customer Service Standards

The following standards set out the expected levels of service for our library users.

Customer Service

Library staff will ensure that our customer service is consistently high quality:

• We will maintain our accreditation of the Customer Service Excellence award.

BCU student users will be satisfied with their experience of using the university library as reflected in:

• Student responses to the National Student Survey (NSS) and Postgraduate Taught Experience Survey (PTES).
• The library will maintain or improve these satisfaction levels annually.
• Chat and Libanswers ticket ratings (where users have chosen to rate on scale of 1 - 4).
• The library will aim for ratings of 3 or above and ratings of 2 or lower will be investigated.

The library will offer a range of contact options for our users and ensure communications are responded to in a timely manner:

• Queries raised via our online chat service, during BCU staffed hours, will be picked up within 30 seconds.
• Libanswers tickets will be responded to within one working day.
• Comments / suggestions/ complaints will be responded to within 3 working days.

Library Space

The library will offer a welcoming and inclusive space to study with:

• A variety of seating options (individual / group / accessible) in different study zones (quiet / silent):
• We will measure the percentage of available seating occupied at different times of the day/week.
• Approachable and knowledgeable staff available during staffed hours:
• We will ensure staff are up-to-date with their mandatory training.
• Issues within the library actively monitored and reported to the relevant team (e.g. Security / Estates and Facilities) for resolution:
• We will track issues that remain unresolved and follow-up as appropriate.
• Diverse displays / promotions to support academic teaching, learning and research:
• We will aim to refresh our displays at least once a month.
• We will monitor engagement with the displays.

August 2025