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How are we doing? Customer Care Service Standards

Image of students in group study room.

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.

To continually review our service against these standards we need your feedback. Please let us know what you think by completing  a Feedback form.


Service Area Standard Performance 2010/11 Performance 2011/12 Performance 2012/13
Opening hours We will be open 99% of our advertised opening hours during semestersNot collectedNot collected99%
Availability of IT systems Core networked systems will be available 99% of the time during working hours, with the majority of our systems available 24 x 7Not collected99.51%99.16%
Enquiry services At least 70% of queries at our Service Desk will be resolved at the first point of contact76%75.21%77.95%
Customer satisfaction We will score at least 85% for overall customer satisfaction in our Information Services Survey/feedback surveys85%85%91%
We will score at least 90% on Service Desk customer satisfaction surveys90%92%93%
National Student Survey We will score at least 90% in the National Student Survey for satisfaction with Learning Resources (Library, IT and Media)87%91%89%
Information literacy We will provide at least 70% of students with information literacy training embedded within their curriculum61%66%70%
Resource availability We will re-shelve returned books within 24 hours during core hours.Not collectedNot collected90%
At least 97% of our open access workstations will be in working order at all times.Not collected97.8%99.2%
New books in high demand (eg: items on reading lists) will be made available within ten days of receiptNot collected2 days5 days
Complaints We will reply to complaints received within ten working days.Not collectedNot collected100%


We are committed to the following principles in order to underpin these standards:

  • We train all of our customer-facing staff to provide an excellent service.
  • We provide appropriate levels of staffing for customer-facing services during core hours.
  • We offer our customers training and support in the use of our services.
  • We respond to enquiries promptly and provide good communication through the progress of your enquiry.
  • We run regular customer satisfaction surveys, using a variety of mechanisms, to receive feedback.
  • We act on the feedback received and provide a summary of our actions.
  • We make regular quality assurance checks to ensure that objectives are being met and monitor our service provision in line with our 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

View the Information Services Customer Care policy

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