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YOU ARE HERE: Skip Navigation LinksEdinburgh Napier Staff Intranet > Service Depts > Information Services > Plans & Performance

Plans and Performance

Merchiston LibraryOur aim is to improve the services we provide to all our customers and so we consult, plan our activities, then monitor our performance.


We want to provide you with the best possible service.


We are always very interested in hearing your views:


Our Vision

Information Services aims to assist all forms of learning by providing access to information. Our service is primarily for students, staff and researchers of the University. However, we also provide resources to other Higher Education institutions and partnership bodies. Members of the public can also benefit from our extensive library collections.


Service Standards


Information Services IT and Library Standards 2014/15

Library Service Standards 2013/14

IT Service Standards 2013/14


National Student Survey

In the 2017 National Student Survey (NSS), Edinburgh Napier University scored:

  • The best in Scotland and second in the UK for satisfaction with our IT resources - 91%
  • Equal first in Scotland for satisfaction with learning resources overall - 90%

See further National Student Survey (NSS) results at Unistats or the Higher Education Council for England​ (HEFCE).


Postgraduate Taught Experience Survey

In the 2016 Postgraduate Taught Experience Survey, we scored 81% for the question 'The Library resources and services are good enough for my needs', this has been consistent for the last 3 years compared to 77% in 2013.


In response to the question 'I have been able to access general IT resources when I needed to'  the results were 84% for 2016.


Customer Feedback 


Information Services Customer Feedback: 2016

Information Services Customer Feedback: 2015

Information Services Customer Feedback: 2014

Information Services Customer Feedback: 2013

Information Services Customer Feedback: 2012


Service Availability 2016








HR Connect




Edinburgh College Moodle


Student Records


CSE LogoCustomer Service Excellence (CSE)

We proudly remain the first converged IT and Library service within Scotland to achieve the Customer Service Excellence award. 


Find out more about CSE within Information Services