Skip to Main Content

Customer Services

Key Performance Indicators

We have identified important aspects of our service which link with the wider University strategic priorities.

These fall under the headings of:

  • People experience
  • Engagement
  • Learning, teaching and student achievement

These aspects of our service are measurable and in order to provide evidence on our performance we collect statistics. These statistics are taken from across the different areas of Library and Learning Services. These are called key performance indicators (KPIs) and can be viewed below. Please note KPIs were not collected in 2020 due to the Covid-19 pandemic. 

Please note: If you would like to see KPIs from previous years please contact Chris North, Library Services Manager.

Click & Collect

During the COVID-19 pandemic we were able to offer students a Click & Collect service. This service meant we were able to safely continue providing customers with resources, even during national lockdown periods. 

The reports below outline this service and provide some key facts and figures.

Library Usage

Library Usage September 2022 to March 2023

Information is based on total hours networked PCs were in use within the library

Library Visits

Library Visits October 2022 to March 2023


Number of Email Enquiries (Library Loans Team)

Number of enquiries received and answered by email

Response times by email 


You can read the full report about email response times here: