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How to use the Library: Customer Service

Our professional team of staff offer a wide range of services to all QMU students, staff 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

Since January 2014, the Library achieved Customer Service Excellence ®. We are evaluated each year and continue to achieve this standard up to and including 2022.

"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."

The Helpesk Service Standards and Service Level Agreement document can be found here and the Library Services documents are here

If you have any queries about the document please contact LRCHelp@qmu.ac.uk

  • Our 2022 Library Survey showed an increase of 9% in overall satisfaction with the LRC Services

 

  • QMU Library scored a 98.1% in our latest customer service survey - our score is top when compared to 4 other Scottish Universities.

 

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

 

 

We welcome all comments, compliments and complaints.  To get in touch with us, please email lrchelp@qmu.ac.uk. This mailbox is staffed Monday to Friday 8am to 7pm.