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​Information Services - Plans and Performance

Our aim is to continually 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 (IS) 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.


Our Service Standards


The Information Services IT & Library Service Standards are measured and published on a yearly basis:

Information Services IT and ​Library Standards ​​​


In 2019 we reviewed and updated the standards to make them more understandable and meaningful for our customers. In  2019/20 we introduced 3 new Library standards. After 6 months we realised that standard number 10 was impossible to achieve, as we are heavily relying on external partners and suppliers. This standard has been amended to accommodate it. ​

Information Services IT and Library Standards Results 2019/20​

Our Service Standards results for previous years can be found below:​

Information Services IT and Library Standards Results 2018/19​

Information Services IT and Library Standards 2017/18 


The National Student Survey (NSS)

The NSS is a UK wide annual survey gathering final year university students’ opinions on the quality of their courses. It is the major means of ascertaining student satisfaction on a national level. Questions 18, 19 and 20 in this survey relate specifically to the quality of IT, Library and resource provision.

  • Question 18: The IT resources and facilities provided have supported my learning well.
  • Question 19:  The library resources (e.g. books, online services and learning spaces) have supported my learning well.
  • Question 20: I have been able to access course-specific resources (e.g. equipment, facilities, software, collections) when I needed to.

NSS results:  Edinburgh Napier - 2019 and 2020

% agreeing with the question:

Question 18 (IT)




HEI average


HEI average










Question 19 (Library)



Scottish HEI average

UK HEI average









Question 20 (Learning Resources)



Scottish HEI average

UK HEI average









2020 results show a consistent, and in the case of the Library, an improved performance, in terms of student satisfaction.

  • Question 18 (IT): 2nd in Scotland and 6th in the UK HE rankings
  • Question 19 (Library):  1st of 18 HE providers in Scotland and 5th out of 396 in the UK HE rankings
  • Question 20 (Resources): 3rd in Scotland and 6th in the UK rankings

For these elements of the NSS, Edinburgh Napier’s Information Services regularly performs above both Scottish and UK averages.


The Postgraduate Taught Experience Survey

The Postgraduate Taught Experience survey did not run in 2020 due to Covid-19, however it will be reinstated for 2021. 

In 2019, for the second year in a row we were the most highly rated factor for Edinburgh Napier University:        
  • ​​When asked whether “The library resources and services are good enough for my needs”, 85% agreed, an increase of 4% from 2018
  • When asked whether“ I have been able to access general IT resources when I needed to” 88% agreed, an increase of 2% from 2018

Our Customer Feedback  


We regularly ask our customers for feedback. 

We usually run a Customer Feedback survey in October of each year.  

In 2020 we were unable to run the survey in its usual face to face format due to Covid-19, however we measured transactional feedback online using our Customer Thermometer survey tool.  We contacted customers by email once we had resolved their request. Our overall aim is to achieve at least 90% overall satisfaction.  ​

In 2020 our customers reported a 93.3% Happiness Factor:

Customer Thermometer resultsCustomer Thermometer Feedback Scale

Additionally, our customer facing teams also received an average feedback score 4.67 out of 5 in our UniDesk Service Management system (604 responds) in the academic year 2019/20. 

Our Customer Feedback results from previous years can be found below:  

Information Services Customer Feedback: 2019​

Information Services Customer Feedback: 2018

Our Service Level Agreement on UniDesk can be found here:  UniDesk Service Level Agreement​


Information Services’ Student Survey and Focus Groups

Each year we run an Information Services (IS) Student Survey, where IS staff speak face to face with students on each of the 3 campuses to find out what they think of our services and what improvements we can make.  

Due to Covid-19 we were unable to run the IS Student Survey in 2020, however prior to the pandemic we were able to run student Focus Groups to find out what online tasks were important to students. 

The feedback from the Focus Groups informed the decisions made when redeveloping the new student intranet (MyNapier) pages, due to go live in January 2021. The most common tasks carried out by students are now at the forefront of MyNapier, the interface has been simplified and is responsive - these enhancements were all made in response to the feedback gathered.  

Student Survey - March 2019

In  March 2019 we surveyed 141 students, this included 114 undergraduate students, 24 postgraduate students and 2 Research students. 

Of the 134 students who answered the question “When you interact with IT / Library staff do you feel you are treated fairly?”, 97% agreed that they were treated fairly. 

When asked “What is your favourite thing about the IT and Library services?” 24 students specifically mentioned IS staff, for example:

  •  “The services they provide. Their immediate helping nature. Being an international students, feels really blessed to have such kind people around me to help me. Thanks a ton.”
  •  “Staff welcoming+ helpful”
  •  “The people!”
  •  “The really approachable staff at the help desk in SIH LRC”

When asked “What is the 1 thing you would like from the IT and Library services?” 46 students said that no change was needed and was fine as it is:

  •  “Everything is perfect”, 
  •  “Nothing, everything is good as it is”
  •   “Happy with everything opening hours great.”
  •   “Nothing. Am happy with everything. Thank you.”

Information Services’ New Student Induction Survey

All new students are requested to work through an “Introduction to Computer and Library Services” Moodle module (also known as the IS Induction) as part of their Matriculation process.    After students have worked through the IS Induction Moodle module (for each of the September and January intakes) they are invited to complete a Novi Survey which provides us with a wealth of valuable feedback – it tells us what students found helpful, but also what could be improved upon. 

In September 2020, 5,010 new students worked through the IS Induction and a total of 264 students completed the survey. When asked "Do you have any further comments about the Introduction to Computer and Library Services?" we had some very positive feedback such as:

  • "Really helpful and easy to understand"
  • "Answered all my questions quick and easy"
  • "Very useful and good information that helps a new student feel welcome and well prepared for the start of the new semester"
  • "Very informative and great use of content, including videos"
  • "It clearly shows where to find what and in a detailed manner. This really helps one to navigate easily and quickly get started"

Find out more about what we do with the Student Induction feedback​

Our Service Availability 2020








HR Connect




Edinburgh College Moodle


Student Records


Our Summary of 2020


2020: it didn’t turn out to be the year any of us expected.  

Read, in no particular order, just some of the fantastic work achieved by IS in 2020:

2020 IS Summary

Back in May 2020 we produced a document highlighting some of the fantastic work achieved and delivered by Information Services in response to the Covid-19 outbreak:

Informatio​n Services - Respondin​g to COVID-19 - May 2020​​ 

In October we produced a document listing facts & figures around some of the work we delivered during the summer months:

Information Services Facts and Figures - October 2020


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