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Key Performance Indicators (KPIs)

It is important for us to know that we are providing the services that you need and that we identify the aspects that are important to you. This helps us define the service levels to aim for and to demonstrate that we are achieving the desired level required.

To help us achieve this we

  • provide feedback mechanisms for you to comment about library services
  • benchmark the performance of Library and Learning Support against other university libraries
  • use a number of Key Performance Indicators against which we monitor our performance
  • publish a Library Service Statement.
KPI 2015-16 2016-17 2017-18 2018-19 2019-20
NSS score (The Library resources - eg books, online resources and learning spaces - have supported my learning well) 87% 87% 87% 88% 88%
Our Libraries
Study spaces 1,763 1,785 1,785 1,785 1,835
Desktop computers 483 649 649 649 649
Our Collections
Total book stock (print and e-books) 441,970 454,342 460,812 454,079

453,309

New print and e-books purchased during the year 9,767 8,278 5,395 5,448 2,505
Journal titles (electronic and print) 58,631 58,580 58,536 58,549 60,596
Book issues (excluding renewals) 96,081 79,787 65,901 55,841

43,374

E-book views 3,984,811 4,014,205 3,827,761 3,317,281

922,122 

E-journal article full text downloads 1,588,505 1,594,972 1,753,727 1,726,596

1,696,676

Full text downloads from the Institutional Repository (BURO) 581,603 533,399 690,166 698,292

634,421

Our Support Services
Hours of study support (e.g. workshops, tutorials) received by students 17,237 16,030 13,499 16,684

15,661.25

Queries answered via online "Chat" service 4,918 5,638 4,277 3,523

3,433

Reading List page views 584,864 633,639 555,556 347,272

301,178

Number of PAL Leaders 312 305 308 283

256

Students undertaking English Language learning 229 157 112 136

148

Students learning a modern foreign language 602 639 461 524

404

*Benchmarked using SCONUL (Society of College, National and University Libraries) data. SCONUL represents over 170 libraries in UK and Ireland including all university libraries.