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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 2013-14 2014-15 2015-16 2016-17 2017-18 Latest BU data benchmarked against HE Sector*
NSS score (The Library resources - eg books, online resources and learning spaces - have supported by learning well) 87% 83% 87% 87% 87% 1% ahead of sector average
Our Libraries
Study spaces 1,708 1,746 1,763 1,785 1,785
Desktop computers 463 483 483 649 649
Our Collections
Total book stock (print and e-books) 387,000 428,099 441,970 454,342 460,812 not benchmarked
New print and e-books purchased during the year 7,863 9,968 9,767 8,278 5,395 not benchmarked
Journal titles (electronic and print) 55,472 57,231 58,631 58,580 58,536
Book issues (excluding renewals) 130,572 104,376 96,081 79,787 65,901
E-book views 3,535,544 3,734,200 3,984,811 4,014,205 3,827,761
E-journal article full text downloads 1,323,449 1,519,016 1,588,505 1,594,972 1,753,727
Full text downloads from the Institutional Repository (BURO) 348,559 444,940 581,603 533,399 690,166 not benchmarked
Our Support Services
Hours of study support (e.g. workshops, tutorials) received by students 16,907 17,839 17,237 16,030 13,499 Reduction in 2017-18 is primarily due to change to delivery mode during induction
Queries answered via online "Chat" service 4,357 4,024 4,918 5,638 4,277 not benchmarked
Reading List page views 438,841 498,463 584,864 633,639 555,556 not benchmarked
Number of PAL Leaders 260 250 312 305 308 not benchmarked
Students undertaking English Language learning 159 197 229 157 112 not benchmarked
Students learning a modern foreign language 638 700 602 639 461 not benchmarked

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