• Home
  • Login
  • Welcome to the Staff Intranet
YOU ARE HERE: Skip Navigation LinksEdinburgh Napier Staff Intranet > Service Depts > Information Services > Plans & Performance

Information Services - Plans and Performance

Our 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.


Our Service Standards


Information Services IT and Library Standards 2015/16

Information Services IT and Library Standards 2014/15

Library Service Standards 2013/14

IT Service Standards 2013/14


The 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).


The Postgraduate Taught Experience Survey

In the 2017 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 4 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 88% for 2017, a 4% rise from the 84% recorded in 2016!


Our Customer Feedback  


In 2017 we changed our focus from exit surveys to a paper-based survey at our Library helpdesks.  This was to enable us to test the quality and timeliness of our service.

Information Services Customer Feedback: 2017

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


Our Customer Thermometer Statistics


The Customer Thermometer instant ‘temperature’ reading allows us to quickly measure user satisfaction and pinpoint where we excel and what we could improve.


We contact random customers from across the University who have been assisted by the IS Service Desk or have received assistance from the local campus team to resolve an issue.


The follow chart illustrates the Customer Thermometer results from the IS Service Desk for 2017:

Customer Thermometer 2017

 Find out more about the Customer Thermometer.


Our Service Availability 2016








HR Connect




Edinburgh College Moodle


Student Records



Our Facts & Figures


Check out some of the Information Services facts & figures for 2016-17:   


 A PDF version of the image can be found here:  Facts and Figures 2016-17.pdf


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