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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 or fill in one our our "You Said, We Said" forms at the service desk.