Key Performance Indicators

 

Performance indicators are used by many in HEIs to evaluate and measure the quality and standard of library services. 

 

But what do we mean by KPI’s and how do we create customer-focused KPIs?

 

CSGUK focused on:

 

  • Clarifying our understanding of KPIs

  • Identifying KPIs for academic libraries in higher education

  • Sharing examples of customer-focused KPIs

  • Identifying and sharing good practice of communicating services performance to our customers.

 

 

Customer Services Group UK 2018