ELS Service standards
Our minimum standards
How we performed in 2009
What our customers say
Our minimum standards:
- 90 per cent of customers visiting the base will be able to select a resource collection that meets their needs
- 92 per cent of customers using the mail order service will assess the collection provided as having met their needs
- 95 per cent of teachers and pupils using the mobile library will be able to select resources that meet their needs
- 95 per cent of customers using any of the advisory services will assess them as having fully met their needs and constituting good value for money
- 10 per cent of the stock will be replaced each year.
These figures are based on the average performance of the Service over the last three years. We try to improve them annually.
How we performed in 2009:
- 97 per cent of customers visiting the ELS base said they selected a resource collection that fully met their needs.
“Helpful, knowledgeable staff made life very easy.”
- 99 per cent of initial advisory visits were made to school within 3 weeks of us being contacted by the Head Teacher.
“Very fast efficient and reliable service.”
- 100 per cent of all advisory work was assessed as meeting schools’ needs and offering good value for money.
- 100 per cent of all letters and e-mails received responses within the contracted period
“A brilliant organisation to deal with: pleasant, efficient, helpful.”
What our customers say:
We welcome your feedback. Here are a few comments we received recently:
Customer visit
“Super selection and everyone so very helpful as always.”
Mail order
“Very efficient service.”
Mobile
“Always plenty of books to choose from.”
Please contact us if you would like to comment on any aspect of our service.
