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Library: Customer Service

Our professional team of staff offer a wide range of services to all students and staff at QM and visitors. From help with joining and borrowing; enquiry service, interlibrary loans and photocopying as well as subject support from Liaison Librarians.

Customer Service in the LRC

In January 2014, the Library achieved Customer Service Excellence ®. We are evaluated each year and continue to achieve this standard.

"Customer Service Excellence ® aims to bring professional, high-level customer service concepts into common currency with every customer service by offering a unique improvement tool to help those delivering services put their customers at the core of what they do."

  • NSS (National survey) library satisfaction rating remained steady in 2016, at 83%

  • QSS (Internal student survey) library satisfaction rating is down slightly from 85% in 2015 to 83% in 2016 (Undergraduates) but up from 54% in 2015 to 80% in 2016 (Taught Post-Graduates)

  • Expenditure  up by £6 per student FTE

We welcome all comments, compliments and complaints.  To get in touch with us, call us on 0131 474 000 (ask for the LRC) or email lrchelp@qmu.ac.uk or fill in one our our "You Said, We Said" forms at the service desk.

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