Information Services' Key Performance Indicators

 

Plan

2016-17

2017-18

2018-19

Excelling in Customer Service

Satisfaction reported by NSS on Library Resources and Services

89

92 

92

Satisfaction with Support via email, phone and desks

83.8

84.4

86.2

Satisfaction with Helpfulness of IS staff

86.6

87.2

89.4

Satisfaction with Quality of service received from IS staff

85.6

85.4

87.2

Satisfaction reported by Information Services User survey on overall service

86.2

86.8

88

Enabling a Digital University

Satisfaction reported by NSS on General IT Resources

90

90 

93

Satisfaction with Printing and photocopying

79.2

79.8

84.4

Satisfaction with the email service

85.4

86.6

86.6

Satisfaction with Provision of IS computers

82.8

81.8

84

Number of computers per FTE student

1 : 7.15

1 : 9.7  1 : 8.8 

Providing Information Resources to meet Learning and Research Needs

Full Text electronic materials downloads per FTE Student

99

116  136 

E-book section requests per FTE student

133

163  207

Visits to library catalogue per FTE student

49

50  54 

 

 

Enhancing Learning through Technology

 

 

 

 

Finding your way around Blackboard (was "Satisfaction with Blackboard" 2017-18)

77.8

76.8

79.4

Blackboard accesses per FTE student

3,419

3,045

4,000

Recordings made using Panopto

13,413

13,823

13,560

Items submitted electronically for assessment (Turnitin)

55,554

56,129 

56,623 

Supporting the University’s Research and Enhancing its Impact

Full text downloads from Institutional Repository

 

96,429

63,961

26,352
Enquiries for Rare Books

158   186

Delivering Spaces that meet the needs of Learners, Teachers and Researchers

 

Satisfaction reported by NSS on specialised facilities, rooms

90

80 

93

Satisfaction reported by NSS on Timetable efficiency

79

77 

84

Satisfaction with Library opening hours

92.2

88.6

93.4

Satisfaction with 24 hour access computer rooms

87.8

86.8

89.4

Satisfaction with Hall internet connections

71.8

79.6

83.8

Satisfaction with Quiet study space

81.4

79.6

81.8

Satisfaction with Group study space

78.8

75.6

80.2

Satisfaction with Noise levels

77.8

76.4

77.2

Visits per FTE student to the library

46

n/k  46.9 

Annual visits to Hugh Owen library

279,060

n/k  275,852 

Annual Visits to Physical Sciences library

3,592

n/k  24,735