Customer Care Service Standards
Information Services is committed to providing a quality customer service to all staff, students and visitors of Cardiff University. To help us achieve our goal, we have agreed standards in key areas of our activities. These standards outline the level of service you can expect at all our main sites and relate to the services detailed in our Business Services Catalogue
To continually review our service against these standards we need your feedback. Please let us know what you think by completing a Feedback form.
General Standards
We will aim to:
- Train all customer facing staff according to the level of responsibility required.
- Provide the appropriate level of staffing for our customer-facing services during core hours.
- Offer staff and students training and support in the use of our resources and services.
- Respond to your enquiries promptly and within 24 hours during core hours.
- Provide good communication throughout the progress of your enquiry.
- Reply to your suggestions, comments or complaints within ten days ( need to reference this with complaints procedure).
- Answer telephone queries made during core hours within six rings.
- Maintain a consistent, high quality customer service throughout Information Services.
- Publish key performance indicators in order to target services more effectively.
- Provide a regular customer satisfaction survey and to act on feedback received in the survey for continued customer service improvement.
- Achieve at least 90% customer satisfaction rating in the National Student Survey and the Information Services survey.
Library Related Standards
We will aim to:
- Serve customers within five minutes of joining an enquiry desk queue.
- Respond to 'Ask a Librarian' queries within one minute during core hours.
- Ensure University libraries will be open for at least 99% of their advertised hours during semesters.
- Ensure library catalogues are available 24/7, 365 days per week (except for periods of advertised downtime).
- Re-shelve returned books and resources within 24 hours during core hours.
- Provide an out of hours book returns service on each campus.
- Make new journals available within five working days of receipt.
- Process Interlibrary Loan requests within two working days and communicate the progress of each ILL request.
IT Related Standards
We will aim to ensure:
- 99% availability of networked services at all times.
- Access to on-campus IT facilities will be available 24 hours a day 365 days a year.
- 97% of all open access workstations will be in good working order at all times.
- At least 70% of queries will be resolved by the Service Desk at the initial point of the contact.
- Emails sent to the IT Service Desk will receive a response within one hour during core working hours.
- Monthly quality assurance checks are made to ensure that objectives are being met.
- All core services are actively monitored in line with published Service Level Objectives.
Please note:
- Core working hours are 09:00 – 17:00, Monday – Friday, excluding Bank Holidays and University closed days.
- Scheduled maintenance and service status will be advertised on the Information Services status page