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Library standards

Library service standards

Overall library service & satisfaction

How we measure it

Overall satisfaction
We aim for 90% of our customers to rate their overall experience of the library positively.

Question on the Library's InfoSkills online evaluation form "How would you rate your overall experience of using the Library? (10 = Excellent 1 = Poor) Please answer this question in relation to your overall experience of the Library Service, rather than the recent session you have attended."

NSS
We will meet or exceed the sector-wide satisfaction rate of 87% * for Q19 in the National Student Survey (NSS) "The library resources (e.g. books, online services and learning spaces) have supported my learning well"
*2016 latest data available

NSS: Headline results made available in August each year

PTES
We will achieve at least an 80% satisfaction rate in Postgraduate Taught Experience  Survey  (PTES) for Q26 "The library resources and services are good enough for my needs (including physical and online)"

PTES: Headline results made available in August/September when Manchester Metropolitan participates in annual survey.

Access to resources

How we measure it

Library expenditure
We will spend a minimum of 35% of our annual library budget on information resources.

Library annual report to SCONUL

Library Search
Library Search (our main search engine to find resources) will be available 99% of the time.

Any dips in service are recorded by our Digital Library Services team

Electronic resources
Access to e-resources via Manchester Metropolitan's authentication systems will be available 99% of the time.

Any dips in service are recorded by our Digital Library Services team

Availability of books
We will re-shelve 95% of all returned books and books left on desks within 24 hours.

Termly monitoring sample by our Library Shelving team

Reserved items
Reserved items will be available for collection within 24 hours of being returned to the library.

Statistics provided by our Digital Library Services team

New electronic books
95% of all new e-books ordered will be available in the catalogue within 3 working days of the order being placed with our supplier.

Each month our Library Acquisitions team will carry out a random spot check on a small selection of orders

New print material
95% of all new print books ordered will be available on the catalogue and shelves within 10 working days  of the order being placed with our supplier.

Each month our Library Acquisitions team will carry out a random spot check on a small selection of orders

Digitisation requests
We will satisfy 99% of all digitisation requests from academic staff within seven working days of the team receiving the request, providing a print copy is already in stock and/or not out on loan.

Each month our Library Acquisitions team will carry out a random spot check on a small selection of digitisation requests

Inter-library loans
We will process 100% of inter-library-loan requests within one working day of receipt.

Measures provided by our Library Customer Services team

Access to help and support

 How we measure it

Library staff
We develop and maintain a skilled, friendly and responsive staff, who are committed to helping you get the best from your library service.

Annual Library Staff Training & Development report

Help desk
The Help desk will be open 100% of our advertised staffed service hours.

Any unplanned closures are recorded by our Library Customer Services team

Live chat
We aim for at least 85% of customers using live chat to rate our service as good or excellent.

Chat statistics provided by our Digital Library Services team

 

Access to help
We will respond to 95% of all enquiries to library@mmu.ac.uk within one working day.

LibAnswers statistics provided by our Digital Library Services team

Quality of InfoSkills teaching
We aim for 90% of students who attend a Library Infoskills session to agree they feel more confident about finding information for their studies following the session.

Question on the InfoSkills evaluation form collated by the Library InfoSkills team.

Access to facilities

 How we measure it

Opening hours
The Library will be open 99% of our advertised opening hours.

Any unplanned closures are recorded by our Library Customer Services team

Research
Records will be made available within e-space (the institutional repository) within a time limit currently under review.

Data provided by our Library Research Support team

Study Spaces
We will provide a minimum of 1 library study space to every 16 FTE students.

 Library annual report to SCONUL

 

PCs
We will provide computers in at least 20% of our library study seats.

Library annual report to SCONUL