KPI Tracker

Key Performance Indicator Tracker

2026/27

Collections availability (monthly)

Ensure 96% of eBooks and print books are accessible to users via Library Search within 3 working days of receipt, supporting timely discovery and borrowing. Provide prompt access to archival materials: items at the Modern Records Centre will be ready for consultation within 2 working days, and items from the External Store (Wellesbourne) within 7 working days (excluding bank holidays and university closure days). Ensure newly received bequeathed and deposited materials are discoverable at a collection level on Archives Search within 20 working days, enhancing visibility and access to unique resources.

Collections availability (termly)

Guarantee that 95% of essential readings submitted by academic departments before review deadlines (31 July, 30 November, 30 March) are available before the start of each term, enabling students to prepare effectively.

Training activity (termly)

Achieve an increase in confidence of 60% among participants who submit feedback following Library and Archives training sessions.

Feedback

Respond to 100% of formal complaints within 20 working days, in line with University procedures, ensuring concerns are addressed promptly and respectfully. Maintain a minimum 4.6 out of 5 star satisfaction rating from users based on feedback received via our enquiry management system.

Enquiries

Resolve 80% of enquiries within 1 working week, with weekly updates provided for more complex cases. Ensure staff are available to greet and assist users within 1 minute of approach during staffed hours, with 90% of face-to-face enquiries resolved immediately or within 1 working day if follow-up is needed.

2025/26

Collections availability (monthly)

Ensure e-books and print books are accessible to users via Library Search within 3 working days of receipt, supporting timely discovery and borrowing.

Date	Target % - 95
1 October 2025	99.72%
1 November 2025	98.63%
1 December 2025	97.89%
1 January 2026	96.39%
1 February 2026	99.15%
1 March 2026	99.35%
1 April 2026	97.69%
1 May 2026	97.50%
1 June 2026	98.83%
1 July 2026	98.53%
1 August 2026	99.64%
1 September 2026	96.26%

Maintain 99.9% uptime for Library and Archives search tools, ensuring reliable access in line with vendor service level agreements (excluding scheduled downtime).

Date	Target % - 99.9
1 October 2025	100%
1 November 2025	100%
1 December 2025	100%
1 January 2026	100%
1 February 2026	100%
1 March 2026	100%
1 April 2026	100%
1 May 2026	100%
1 June 2026	100%
1 July 2026	100%
1 August 2026	100%
1 September 2026	100%

Provide prompt access to archival materials: items at the Modern Records Centre will be ready for consultation within 2 working days, and items from the External Store (Wellesbourne) within 7 working days (excluding bank holidays and university closure days).

Date	Target % - 100
1 October 2025	100%
1 November 2025	100%
1 December 2025	100%
1 January 2026	100%
1 February 2026	100%
1 March 2026	100%
1 April 2026	100%
1 May 2026	100%
1 June 2026	100%
1 July 2026	100%
1 August 2026	100%
1 September 2026	100%

Ensure newly received bequeathed and deposited materials are discoverable at a collection level on Archives Search within 20 working days, enhancing visibility and access to unique resources.

Date	Target % - 100
1 October 2025	100%
1 November 2025	100%
1 December 2025	100%
1 January 2026	100%
1 February 2026	100%
1 March 2026	100%
1 April 2026	100%
1 May 2026	91%
1 June 2026	66%
1 July 2026	87%
1 August 2026	83%
1 September 2026	100%

Collections availability (termly)

Guarantee that 90% of essential readings submitted by academic departments before review deadlines (31 July, 30 November, 30 March) are available before the start of each term, enabling students to prepare effectively.

Date	Target % - 90
1 October 2025	98.45%
1 November 2025	N/A
1 December 2025	N/A
1 January 2026	100%
1 February 2026	N/A
1 March 2026	N/A
1 April 2026	N/A
1 May 2026	100%
1 June 2026	N/A
1 July 2026	N/A
1 August 2026	N/A
1 September 2026	N/A

Training activity (termly)

Achieve 95% confidence uplift among participants who provide feedback, demonstrating the effectiveness and impact of Library and Archives training sessions.

Date	Target % - 95
1 October 2025	100%
1 November 2025	100%
1 December 2025	100%
1 January 2026	N/A
1 February 2026	N/A
1 March 2026	100%
1 April 2026	N/A
1 May 2026	N/A
1 June 2026	100%
1 July 2026	N/A
1 August 2026	N/A
1 September 2026	100%

Feedback

Respond to 100% of formal complaints within 20 working days, in line with University procedures, ensuring concerns are addressed promptly and respectfully.

Date	Target % - 100
1 October 2025	N/A
1 November 2025	100%
1 December 2025	100%
1 January 2026	100%
1 February 2026	100%
1 March 2026	100%
1 April 2026	100%
1 May 2026	100%
1 June 2026	100%
1 July 2026	100%
1 August 2026	100%
1 September 2026	100%

Maintain a minimum 4 out of 5 star satisfaction rating from users based on feedback received via our enquiry management system.

Date	Target - 4
1 October 2025	4.9
1 November 2025	4.9
1 December 2025	4.7
1 January 2026	4.8
1 February 2026	4.8
1 March 2026	5.0
1 April 2026	4.6
1 May 2026	5.0
1 June 2026	4.8
1 July 2026	5
1 August 2026	4.6
1 September 2026	4.6

Exceed the sector average for Library-related questions in national surveys (e.g., NSS), reflecting our commitment to continuous improvement and user satisfaction.

This data is collected annually; the next update will be available in July 2026.

Date	Target % - 100
1 October 2025	N/A
1 November 2025	N/A
1 December 2025	N/A
1 January 2026	N/A
1 February 2026	N/A
1 March 2026	N/A
1 April 2026	N/A
1 May 2026	N/A
1 June 2026	N/A
1 July 2026
1 August 2026	N/A
1 September 2026	N/A

Enquiries

Acknowledge 100% of enquiries within 1 working day (Monday鈥揊riday, excluding bank holidays and University closure days), ensuring users feel heard and supported.

Date	Target % - 100
1 October 2025	100%
1 November 2025	100%
1 December 2025	100%
1 January 2026	100%
1 February 2026	100%
1 March 2026	100%
1 April 2026	100%
1 May 2026	100%
1 June 2026	100%
1 July 2026	100%
1 August 2026	100%
1 September 2026	100%

Resolve 80% of enquiries within 1 working week, with weekly updates provided for more complex cases.

Date	Target % - 80
1 October 2025	87%
1 November 2025	86%
1 December 2025	87%
1 January 2026	90%
1 February 2026	88%
1 March 2026	94%
1 April 2026	92%
1 May 2026	91%
1 June 2026	93%
1 July 2026	90%
1 August 2026	92%
1 September 2026	92%

Ensure staff are available to greet and assist users within 1 minute of approach during staffed hours, with 90% of face-to-face enquiries resolved immediately or within 1 working day if follow-up is needed.

Date	Target % - 90
1 October 2025	N/A
1 November 2025	N/A
1 December 2025	100%
1 January 2026	100%
1 February 2026	100%
1 March 2026	100%
1 April 2026	100%
1 May 2026	100%
1 June 2026	100%
1 July 2026	100%
1 August 2026	100%
1 September 2026	100%

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The Library

Key Performance Indicator Tracker

2026/27 KPIs

2025/26 KPIs

2026/27

Collections availability (monthly)

Collections availability (termly)

Training activity (termly)

Feedback

Enquiries

2025/26

Collections availability (monthly)

Collections availability (termly)

Training activity (termly)

Feedback

Enquiries