Happy Cards All Users Quick review of Termly Customer satisfaction Experience levels Librarians Key Performance Indicator Measurement KPI Measure Current 2017/18 Target 2020 Target 1 NSS Library Satisfaction 87% 90% 90% + Score 2 Average weekly 50% 55% 70% occupancy of Paul Hamlyn Library in peak times 3 Telephone calls 100% 100% 100% responded to within one hour and all other enquiries within two days 4 All complaints 91% 95% 100% responded to within five working days 5 Items returned to the % % 98% library by 5pm and 1pm on Friday-Sunday will be shelved by the following morning Review and Evaluation of Consultation and Feedback Mechanisms We will continue to review new and existing methods of consultation with our customers. Proposal Action Date Responsibility Library Consultative Organise initial Library 2017-2018 Head of Customer Committee Consultative Experience Committee Buzz boxes Purchase Buzz boxes 2017-2018 Head of Customer Experience Feedback wall Implement a feedback 2017-2018 Head of Customer wall, where customers Experience can give immediate feedback and/or make suggestions.
Happy Cards All Users Quick review of satisfaction levels Termly Customer Experience Librarians Key Performance Indicator Measurement KPI Measure Current 2017/18 Target 2020 Target 1 NSS Library Satisfaction Score 87% 90% 90% + 2 Average weekly occupancy of Paul Hamlyn Library in peak times 50% 55% 70% 3 Telephone calls responded to within one hour and all other enquiries within two days 100% 100% 100% 4 All complaints responded to within five working days 91% 95% 100% 5 Items returned to the library by 5pm and 1pm on Friday-Sunday will be shelved by the following morning % % 98% Review and Evaluation of Consultation and Feedback Mechanisms We will continue to review new and existing methods of consultation with our customers. Proposal Action Date Responsibility Library Consultative Committee Organise initial Library Consultative Committee 2017-2018 Head of Customer Experience Buzz boxes Purchase Buzz boxes 2017-2018 Head of Customer Experience Feedback wall Implement a feedback wall, where customers can give immediate feedback and/or make suggestions. 2017-2018 Head of Customer Experience