Our Service Standards - Student Centres - University of Derby

Our Student Centre Service Standards

We are committed to meeting the service standards set out in our Student Centre charter. Here's how we monitor this:

STUDENT CENTRE KEY SERVICE INDICATORS

ITEM

Frequency of checking we are meeting our standards

Method of checking we are meeting our standards

Less than 10% of unanswered calls each month for our phone lines 01332 591066 and 01332 593000 (unanswered calls includes those received outside our normal working hours/days)

Monthly with a year on year comparison

University switchboard reports

Meeting published standard of 48 hours during the working week for responding to emails into studentcentre@derby.ac.uk

Monthly

Spot check on studentcentre@derby.ac.uk inbox and sent items

Meeting published standard of of 24 hours during the working week for responding to emails into wellbeingcentre@derby.ac.uk

Monthly – spot check on sent items

Spot check on wellbeingcentre@derby.ac.uk inbox and sent items

Meeting published standard of 48 hours during the working week for responding to emails into studentparking@derby.ac.uk

Monthly – spot check on sent items

Spot check on studentparking@derby.ac.uk inbox and sent items

EECs

Ensuring that initial submissions are triaged within one week of submission.

Spot check on EEC submissions 

Student car parking permit production to be kept within one working week of successful application

Monthly 

Spot check on Automatic Number Plate Recognition system and studentparking@derby.ac.uk inbox and sent items

Student Centre feedback and satisfaction ratesto be above 85% from all feedback mechanisms

 

Monthly

Collation of submissions from all feedback mechanisms

Student Centre complaints directly against the service to be below 20 per calendar year

Monthly analysis

Collation of Student Centre Complaints forms and Outcomes forms