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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."

  • Our 2018 Library Survey showed an increase of 9% in overall satisfaction with the LRC Services - See chart below

  • QMU Library scored a 99.3% in our latest customer service survey - our score is joint top when compared to 4 other Scottish Universities.

  • NSS (National survey) library satisfaction rating fell in 2018 from 84% to 81%

  • QSS (Internal student survey) library satisfaction rating is up from 78% 2017 to 80% in 2018(Undergraduates) and up from 84% in 2017 from 87% in 2018 (Taught Post-Graduates)

  • Results of latest NSS and QSS surveys can be found here

(Data from annual LRC Survey)

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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