The Library

About Us

Consultation and feedback

Consultation and feedback with our customers helps us to develop our services, enabling us to:

  • encourage and listen to feedback
  • take appropriate action on suggestions and comments received
  • feedback outcomes to customers once decisions have been taken

This consultation is wide ranging and takes into account the:

  • national context e.g. the annual National Student Survey
  • University context e.g. feedback from the Students’ Union
  • local context e.g. customer comments and unsolicited feedback


Recent student satisfaction results

  • National Student Survey 2017 = 89% of respondents agree that Library resources have supported their learning well (3% above the sector average)
  • Postgraduate (Taught) Student Survey 2017 = 90% of respondents are satisfied with Library services
  • Student Barometer Autumn 2016 = online and physical library services are both rated at 93% by respondents
  • Times Higher Student Experience Survey 2017 = good library and library opening hours are rated 6.5

Our performance

Libraries and Learning Innovation is committed to the development of a quality service to our customers, as outlined in our University's Customer Service Statement.  Every year we map the results of our service standards and performance measures to this statement: 

We also include information about our performance on the relevant web pages, for example on our Borrowing page you can find out how long it takes for returned books to be reshelved.

Please let us know what you think about the services we deliver and our performance against our standards and measures, for example, do they cover the services that are most important to you, and are they good enough to meet your needs?

You can give your comments and suggestions by filling in a Tell Us What You Think card available from each Library or online.

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