Sample Week

Information Services carries out 3 Sample Weeks a year. The purpose of these sample weeks is to gather information or statistics on the following areas:

  • customer satisfaction with front line services
  • time it takes for a book to reach the shelves
  • a snapshot of enquiries received through phone, email and face-to-face during this period
  • queuing times for front-line services

The latest Sample Week was held on the 12th November 2018 (accessible version of data below):

 

 

 

1. How long did you have to wait to see someone?Nov-16Mar-17May-17Nov-17Nov-18
was seen immediately 62.5 64.7 66.7 84.8 86.0
2-5 minutes 1.8 2.9 0.0 2.2 10.0
5-10 minutes 3.6 5.9 0.0 0.0 0.0
10-20 minutes 0.0 0.0 0.0 0.0 0.0
over 20 minutes 0.0 0.0 0.0 0.0 4.0
Other 5.4 0.0 5.6 0.0 0.0

 

2. Were the staff friendly and professional?(where 1 is not at all and 5 is very)Nov-16Mar-17May-17Nov-17Nov-18
1 0.0 0.0 0.0 0.0 2.04
2 0.0 1.8 0.0 0.0 0.0
3 0.0 0.0 0.0 0.0 0.0
4 1.8 2.9 5.6 4.3 6.12
5 96.4 97.1 94.4 95.7 91.84

 

3. Was your query resolved satisfactorily?(where 1 is not at all and 5 is very)Nov-16Mar-17May-17Nov-17Nov-18
1 0.0 0.0 0.0 0.0 0.0
2 0.0 0.0 0.0 0.0 0.0
3 1.8 0.0 0.0 0.0 2.04
4 1.8 2.9 8.3 14.9 4.08
5 96.4 97.1 91.7 85.1 93.88