Measuring our performance

Engagement

These monthly KPIs measure how students interact with our physical library spaces and how we respond to our users’ enquires.

The results are measured in percentages, demonstrating what percentage of the time we met each target.

Scroll across to see the full tables, split into academic years.

KPI target	September	October	November	December	January	February	March	April
Our physical spaces are visited by 50% of all registered University students each month during term time.	N/A*	68.5%	68.7%	53.4%	49.5%	59.1%	60.8%	49.6%
95% of enquiries received via Library email will be responded to within 48 hours.	90.6%	90.7%	92.1%	84.1%	93%	90.2%	90.7%	86.9%
We aim to respond to all webchat requests within 60 seconds 80% of the time.	66%	67.6%	52.5%	61.9%	61.8%	61.9%	53.2%	54%

*A result is not available for this target in this month as it falls outside of term time.

KPI target	June	July	August
Our physical spaces are visited by 50% of all registered University students each month during term time.	N/A*	N/A*	N/A*
95% of enquiries received via Library email will be responded to within 48 hours.	92.8%	95.3%	91.2%
We aim to respond to all webchat requests within 60 seconds 80% of the time.	76.9%	63.1%	61.2%

*A result is not available for this target in this month as it falls outside of term time.