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Our performance

We are committed to providing high quality services and resources to our students and staff.  To help us achieve this, we have key performance indicators (KPIs) based on the feedback that our students give us through our annual Library User Survey and the National Student Survey library question 19.

Here are just a few examples of what Kingston students said about their library service for the 2019 National Student Survey (NSS).

  • The staff in the libraries are a major key in making it useful and it's always enjoyable place to be.
  • The library resources really are terrific, as is the availability of library staff.
  • The 24-hour library with librarian online chat allows you access to every resource possible
  • The library facilities are outstanding, and the staff are helpful and knowledgeable, even when it's the day before a deadline and the printer jams!
  • The library is a great place to feel motivated to study.
  • Staff are always willing to make sure that your problem or query is resolved. They also direct you to the best place for further support.

  The information below shows how we did in 2018/19.

Student satisfaction survey with library services measured by the National Student Survey

The Library service measures student satisfaction via the outcomes of the National Student Survey (NSS) each year. The Library NSS results are:

Are you satisfied with the University's library service?

Are you satisfied with the University's library service?

  • 89% of students said yes in 2019 (2% greater that sector average)
  •  88% of students said yes in 2018 (1% greater that sector average)
  • 88% of students said yes in 2017 (the same as sector average)

Student satisfaction with our libraries measured by the Library User Survey

Do you agree that the Libraries provide a good service?

Do you agree that the Libraries provide a good service?

  • 95% of students agreed (2018/19)
  • 95% of students agreed (2017/18)
  • 94% of students agreed (2016/17)
Are you satisfied with the quality of customer service you received?

Are you satisfied with the quality of customer service you received?

  • 92% of students were satisfied (2018/19)
  • 92% of students were satisfied (2017/18)
  • 92% of students were satisfied (2016/17)
Did the library resources (such as books, online services and learning spaces) support your learning?

Did the library resources (such as books, online services and learning spaces) support your learning?

  • 89% of students felt supported (2018/19)
  • 88% of students felt supported (2017/18)
  • 89% of students felt supported (2016/17)
Was your enquiry usually completed at the first point of contact?

Was your enquiry usually completed at the first point of contact?

  • 86% of students said yes (2018/19)
  • 84% of students said yes (2017/18)
  • 87% of students said yes (2016/17)

Contact details

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