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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:

  • Student success
  • Research and knowledge exchange
  • Engaging with our communities

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.

Library Usage

Library Usage September 2023 to March 2024

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

Library Visits

Library Visits October 2023 to March 2024


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: