We are committed to providing excellent services, resources and facilities to support teaching and research at Northumbria University. We believe all our customers have a right to expect an excellent experience every time they use Library Services.
We reviewed our service standards in March 2022 in the light of lessons learned over the last two years and to ensure they were still fit for purpose. This has resulted in some changes to existing standards and a commitment to investigate further and undertake benchmarking exercises in some areas. Any updates will appear on these pages.
If you have a comment or suggestion regarding our service standards or any aspect of the Library’s services you can use the Feedback form. If you find something isn’t working you can let us know by using the ‘Something not working?’ form.
We benchmark against relevant student satisfaction surveys whenever we participate.
| Survey | Notes | 2023* | 2022 | 2021 | 2020 | 2019 |
|---|---|---|---|---|---|---|
| National Student Survey | Q20: How well have the library resources (e.g. books, online services and learning spaces) have supported your learning?
*Positivity scoring introduced in 2023 to replace satisfaction rating. |
Northumbria 91.6% Sector average 89.9% |
Northumbria 87% Sector average 84% |
Northumbria 75% Sector average 75% |
Northumbria |
Northumbria 91% Sector average 87% |
| Postgraduate Research Experience Survey |
Q4.3.a. There is appropriate access to physical library resources and facilities. Q4.4.a. There is appropriate access to online library resources. |
90%
88% |
92%
91% |
Northumbria University did not participate in PRES 2021 | Northumbria University did not participate in PRES 2020 | 89% |
Reporting responsibility: Library Learning Partnerships team
This standard refers to a full response rather than an acknowledgement and reflects the fact that colleagues may need to be consulted before any information can be sent. The Library is currently engaged in exploring more comprehensive service standards around enquiry handling across all of our Library teams.
Enquiries received via Your Library Your Say| Year | Response within 7 working days |
|---|---|
| 2023/24 | 100% (so far) |
| 2022/23 | 100% |
| 2021/22 | 100% |
| 2020/21 | 99% [Delays caused by changing Covid restrictions and cyber incident] |
| 2019/20 | 100% |
*The Library defines working days as Monday-Friday, 9:00-17:00.
Reporting responsibility: Library Learning Partnerships Team
Enquiries received via "Something Not Working"
| 2023-24 | 100% (to August 2024) |
| 2022-23 | 100% (100% to August 2023) |
| 2021-22 | 100% |
| 2020-21 | 100% |
| 2019-20 | 100% |
| 2018-19 | 100% |
| 2017-18 | 100% |
| 2016-17 | 79% (data not fully collected) |
| 2015-16 | 82% (data not fully collected) |
*The Library defines working days as Monday-Friday, 9:00-17:00.
Reporting responsibility: Discovery and Access team and Customer Experience team
Student-Staff Programme Committee (SSPC)
As of 2020/21 we have changed the structure of reporting to SSPCs to a continually updated webpage. We respond to all feedback sent to the Library from SSPCs in accordance with the feedback service standard.
Library-related feedback received and responded to:
| 2023/24 | Feedback | Within 7 Day Service Standard |
|---|---|---|
| Semester 1 | 4 Library-related comments received and responded to (so far) | 100% |
| Semester 2 | ||
| Semester 3 |
| 2022/23 | Feedback | Within 7 Day Service Standard |
|---|---|---|
| Semester 1 | 1 Library-related comment received and responded to | 100% |
| Semester 2 | No Library-related comments received | N/A |
| Semester 3 | No Library-related comments received | N/A |
| 2021/22 | Feedback | Within 7 Day Service Standard |
|---|---|---|
| Semester 1 | 2 Library-related comments received and responded to | 100% |
| Semester 2 | 8 Library-related comments received and responded to | 100% |
| Semester 3 | No Library-related comments received | N/A |
| 2020/21 | Feedback | Within 7 Day Service Standard |
|---|---|---|
| Semester 1 | 1 Library-related comment received and responded to | 100% |
| Semester 2 | 2 Library-related comments received and responded to | 100% |
| Semester 3 | No Library-related comments received | N/A |
Professional, Statutory and Regulatory Body Reports/Periodic Reviews
| Report type | 2023-24 | 2022-23 | 2021-22 | 2020-21 | 2019-20 |
|---|---|---|---|---|---|
| Professional, Statutory and Regulatory Body reports/Periodic Review reports | 4 reports supplied (so far) | 5 reports supplied | 5 reports supplied | 2 reports supplied | 8 reports supplied |
University Library Annual Review
University Library Annual Review 2023
Previous annual reports are also available on the University Library Annual Review webpage.
Reporting responsibility: Library Learning Partnerships team
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