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Key Performance Indicators (KPIs)

It is important for us to know that we are providing the services that you need and that we identify the aspects that are important to you. This helps us define the service levels to aim for and to demonstrate that we are achieving the desired level required.

To help us achieve this we

  • provide feedback mechanisms for you to comment about library services
  • benchmark the performance of Library and Learning Support against other university libraries
  • use a number of Key Performance Indicators against which we monitor our performance
  • publish a Library Service Statement.
KPI 2012-13 2013-14 2014-15 2015-16 2016-17 Latest BU data benchmarked against HE Sector*
NSS score (The Library resources - eg books, online resources and learning spaces - have supported by learning well) 85% 87% 83% 87% 87% 1% ahead of sector average
Our Libraries
Study spaces 1,667 1,708 1,746 1,763 1,785
Desktop computers 446 463 483 483 649
Our Collections
Total book stock (print and e-books) 365,377 387,000 428,099 441,970 454,342 not benchmarked
New print and e-books purchased during the year 7,820 7,863 9,968 9,767 8,278 not benchmarked
Journal titles (electronic and print) 54,358 55,472 57,231 58,631 58,580
Book issues (excluding renewals) 146,521 130,572 104,376 96,081 79,787
E-book views 3,018,180 3,535,544 3,734,200 3,984,811 4,014,205
E-journal article full text downloads 1,234,702 1,323,449 1,519,016 1,588,505 1,594,972
Full text downloads from the Institutional Repository (BURO) 373,612 348,559 444,940 581,603 533,399 not benchmarked
Our Support Services
Hours of study support (e.g. workshops, tutorials) received by students 13,619 16,907 17,839 17,237 16,030
Queries answered via online "Chat" service 4,042 4,357 4,024 4,918 5,638 not benchmarked
Reading List page views 500,895 438,841 498,463 584,864 633,639 not benchmarked
Number of PAL Leaders 231 260 250 312 305 not benchmarked
Students undertaking English Language learning 141 159 197 229 157 not benchmarked
Students learning a modern foreign language 454 638 700 602 639 not benchmarked

*Benchmarked using SCONUL (Society of College, National and University Libraries) data. SCONUL represents over 170 libraries in UK and Ireland including all university libraries.