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Customer Service : Library facts and figures

Library Enquiries AY 2022-2023

This is a breakdown of enquiries received by the Library Service throughout the academic year 2022 – 2023. 

Totals for:

Live tickets –  11,156
Enquiry email – 11,986
Library Chat – 1,469

       

Within the Enquiry Category, the top five categories related to

  1. Inter-library loans, 807
  2. Other, 662
  3. Overdues, 600
  4. Lost Property, 166
  5. Research Support,165

Within Access Service/Library category, the top categories related to

  1. Membership, 1453
  2. Visitors, 126
  3. SCONUL Access, 42

Within Accessing resources category, the top categories related to  

  1. Electronic resource, 935
  2. Broken Link, 171
  3. Hard copy resource, 141
  4. Other, 78
  5. Library management system, 63
  6. Archives and special collections, 51

Within Request to purchase or add material category, the top categories related to

  1. Reading list material, 737
  2. Non reading list material, 138
  3. Donations, 96
  4. Other, 39

 

 

 

Top categories logged

  1. Enquiry, 6307
  2. Accessing Resources, 1798
  3. IT-Related, 1198
  4. Access Service/Library, 1152

Within the Enquiry Category, front of house staff logged most interactions related to

  1. Directions, 1809
  2. Library Equipment, 1051
  3. ‘Other’, 841
  4. Lost Property, 517
  5. Holds, 449

Within Accessing resources category, front of house staff logged most interactions related to

  1. Hard copy resource, 1050
  2. Electronic resource, 346
  3. Library management system, 197

Within IT-related category, front of house staff logged most interactions related to

  1. Use of Equipment/Hardware, 765
  2. Hardware & Equipment Malfunction, 163
  3. Software issues, 103

Within Access Service/Library category, front of house logged most interactions related to

  1. Membership, 486
  2. Opening hours, 354
  3. Visitors, 189

Within the Enquiry Category, the top five chat categories related to

  1. Inter-library loans, 150
  2. Academic Skills, 70
  3. Study Space, 60
  4. Renewals, 41
  5. Holds, 41

Within Accessing resources category, the top chat categories related to  

  1. Electronic resource, 219
  2. Hard copy resource, 65
  3. Library Management system

Within IT Related category, the top chat categories related to

  1. Hardware & equipment malfunction, 34
  2. Use of equipment/hardware, 32
  3. Off campus access, 24
  4. Software issues, 23

Within complaints category, the top chat categories related to

  1. Buildings, 58
  2. People, 50
  3. Material / resources, 6