Library performance
Our Library and Museum Enquiry and Service Standards set out the level of service our members can expect, including response times. These standards are reviewed each year and can be found on our Policies, Reports and Publications page.
We regularly monitor our performance and publish the results below. This data comes from our annual library survey, member feedback forms, and internal reviews.
Your library – in person and online
Target |
2023 Results |
| We will achieve a 95% satisfaction rating of Library and Archive Service (LAS) Annual Survey respondents who were “satisfied” or “very satisfied” with the library services overall | 94% |
| We will achieve a 95% satisfaction rating of “good” or “excellent” for events | 96% |
| We will keep the Library and Heritage Centre open for 99% of our advertised hours, excluding planned closures | Achieved |
| Our core library systems will be available 24/7 99% of the time excluding planned maintenance | Achieved |
| We will report Library and Archive systems faults to suppliers within one working day of being aware of the problem | Achieved |
Your time is important to us – timeliness
Target |
2023 Results |
| We will pick up webchat enquiries within 90 seconds | 95% achieved |
| Phone calls will be answered within three rings | 94% achieved |
| All donations offered will be accepted or rejected within 60 working days | Achieved |
| We will supply an acknowledgement to email enquiries and complaints within one working day |
98% Q2-4* |
| We will answer archive enquiries within 10 days | Achieved |
| We will supply a literature search in response to a request from members within 10 working days of receiving the request | 98% Achieved |
*Target suspended in Q1 due to industrial action and staffing
Your support, we’re here to help… just ask
Target |
2023 Results |
| 95% of attendees at drop-ins and 121 training sessions will rate the training as “excellent” or “good” | 99% |
| 98% of members will rate literature searches as good or excellent |
99% |
| 98% of customers will rate staff as knowledgeable |
97% |
| 98% of customers will rate staff as friendly and helpful | 97% |
| 100% of supervised special collections research sessions will be rated “good” or “excellent” | 100% |
| 95% of customers will be “satisfied” or “very satisfied” with our responses to enquiries and complaints | 97% |
Our standards are informed by:
- RCN Respect Charter
- RCN Library Terms and Conditions
- LAS Events Terms and Conditions
- industry standards within libraries, archives and museums
You said, we did
Find out what improvements we've made to our services from your feedback
Feedback Form
Let us know what you think of the service through our feedback form
