LIBRARY SERVICE INDICATORS
External communication and alliances
Human Team and Knowledge Management
Strategic Planning
Quality
Information
Training
Publication
Loan
Infrastructures and Budgets
Technologies
Collection
STRATEGIC PLANNING
Percentage of Performance of the Service's Objectives (Minimum: 85%)
99,72%
96,64%
93,07%
QUALITY (I)
4,45
Indicators measured every three years in user satisfaction surveys
Level of user satisfaction with staff assistance
Date of current measures : 2025
(Minimum 3,5 out of 5)
4,30
4,30
Level of user satisfaction with the overall assessment of the service provision
Level of user satisfaction with the workspaces
(Minimum 3,5 out of 5)
(Minimum 3,5 out of 5)
QUALITY (II)
Number of complaints, citations, and suggestions received
Number of improvement actions taken
358
332
256
311
223
176
HUMAN TEAM AND KNOWLEDGE MANAGEMENT
Inclusion measures and improvement of the working environment
Average hours of training per person per year(Minimum: 40)
20
18
51,26
47,19
43,14
11
EXTERNAL COMMUNICATION AND ALLIANCES (I)
Social networks: Youtube. Views growth (higher than the previous year)
Social networks: Instagram. Engagement rate (Minimum: 10%)
29.614
18,62 %
14,15%
24.901
7,45%
23.288
EXTERNAL COMMUNICATION AND ALLIANCES (II)
Indicators measured every three years in user satisfaction surveys
4,07
Level of user satisfaction with the Libraries website (Minimum: 3,5 out of 5)
Date of current measures: 2025
Number of activities conducted
Number of web pages viewed
Millions
1.908.866
136
1.830.738
89
1.202.117
24
INFORMATION (I)
Pregunt@ Service: percentage of responses sent within a maximum of 3 working days (Minimum: 90 %)
4,23
Level of user satisfaction with the resolution of doubts and queries
97,20%
(Minimum: 3,5 out of 5)
Indicators measured every three years in user satisfaction surveys
92,00%
91%
Date of current measures: 2025
INFORMATION (II)
Number of pages viewed on the 'Support for Research Accreditation and Evaluation (SAAR)' website (Minimum: 20.000)
Number of pages viewed on the 'Intellectual Property and Open Access' website' (Minimum: 16.000)
30.776
28.518
16.860
16.700
12.345
17.100
INFORMATION (III)
4,23
Level of user satisfaction with personalized guidance service
Indicators measured every three years in user satisfaction surveys
(Minimun 3,5 out of 5)
Date of current measures: 2025
4,10
Level of user satisfaction with information, training and communication
(Minimun 3,5 out of 5)
LOAN (I)
Loan: Percentage of actual users of document and equipment loan in relation to potential users (Minimum: 55%)
Average number of days for external library orders requested at the UAB (Maximum: 2 days)
76,99%
1,49
1,09
0,89
61,25%
55,34%
LOAN (II)
4,47
Indicators measured every three years in user satisfaction surveys
Level of user's satisfaction with the borrowing service (Minimum: 3,5 out of 5)
Date of current measures: 2025
Number of loans greater than 80% of the previous year's total(Annual number of loans)
We serve the requested document within 3 working days for digital documents and 6 working days for physical documents(Minimum: 90% documents)
83,66%
Achieved
Achieved
Achieved
---
---
TRAINING
Level of user satisfaction with training courses (Minimum: 4 out of 5)
Number of users attending the training actions
4,54
4,52
4,51
8.759
6.785
6.057
PUBLICATION (I)
Percentage of queries to the PIAO website resolved within a maximum of 5 business days (Minimum: 90%)
Number of inquiries received regarding research output (Minimum: 100)
179
100%
100%
152
90
96,7 %
PUBLICATION (II)
Percentage of articles referenced in the research output database (CRIS) that are available in the DDD (Minimum: 20%)
Average duration of the review process for records to be incorporated into the DDD (Maximum: 50 days)
59
27,65%
27,84%
43
39
22,55%
PUBLICATION (III)
Total documents from the bibliographic and documentary heritage digitized and deposited in the open access institutional repository
4,25
Level of user satisfaction with the research and open science support
30.871
29.962
29.272
(Minimum: 3,5 out of 5)
Indicators measured every three years in user satisfaction surveys
Date of current measures: 2025
PUBLICATION (IV)
Number of teaching materials and learning objects in institutional repositories
Number of digital objects in the institutional open access repository
1.143
1.051
290.506
273.405
958
256.356
COLLECTION (I)
Digital Library: Average number of database queries per user (Minimum: 20)
0,19%
Inventory of monographs: Percentage of lost documents relative to the total inventoried
26,48
22,01
20,84
(Maximum: 0,100%)
Indicators measured every three years in user satisfaction surveys
Date of current measures: 2023
COLLECTION (II)
Digital Library: Average number of articles downloaded per user (Minimum: 25)
Digital Library: Average number of e-books consulted per user(Minimum: 20)
31,96
25,8
21,9
18,44
20,26
19,11
COLLECTION (III)
Average percentage of documents not located relative to the total number of items in the location of the lost document (Maximum: 0,05%)
Digital Library: Acceptable average price per full-text download (Maximum: 2 €)
0,04%
0,89 €
0,81 €
0,64 €
0,02%
0,02%
COLLECTION (IV)
Average number of days for delivery of documentary material(Maximum: 30)
Average number of days for technical processing of documents purchased in print (Maximum: 6)
29,1
6,14
27
4,7
18
3,67
COLLECTION (V)
4,12
Level of user satisfaction with the documentary collection
(Minimum: 3,5 out of 5)
Indicators measured every three years in user satisfaction surveys
Date of current measures: 2025
INFRASTRUCTURES AND BUDGETS
Non-documentary providers: Ratio of the number of requests to the claims of the providers
Number of renovated spaces
Achieved
Achieved
Achieved
TECHNOLOGIES (I)
Percentage of obsolete computers (Maximum: 8%)
3,95
Level of user satisfaction with the computer equipment
20,70%
(Minimum: 3,5 out of 5)
Indicators measured every three years in user satisfaction surveys
5,30%
5,80%
Date of current measures: 2025
TECHNOLOGIES (II)
Computer equipment: Percentage of unscheduled incidents resolved within 2 business days (Minimum: 80%)
Annual availability equal to or greater than 95% in platform availability (DDD) (Equal to or greater than 95%)
99,90%
99,90%
100%
91,3%
75%
99,18%
TECHNOLOGIES (III)
Number of computer and electronic devices (laptops, tablets, e-book readers)
341
184
173
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Transcript
LIBRARY SERVICE INDICATORS
External communication and alliances
Human Team and Knowledge Management
Strategic Planning
Quality
Information
Training
Publication
Loan
Infrastructures and Budgets
Technologies
Collection
STRATEGIC PLANNING
Percentage of Performance of the Service's Objectives (Minimum: 85%)
99,72%
96,64%
93,07%
QUALITY (I)
4,45
Indicators measured every three years in user satisfaction surveys
Level of user satisfaction with staff assistance
Date of current measures : 2025
(Minimum 3,5 out of 5)
4,30
4,30
Level of user satisfaction with the overall assessment of the service provision
Level of user satisfaction with the workspaces
(Minimum 3,5 out of 5)
(Minimum 3,5 out of 5)
QUALITY (II)
Number of complaints, citations, and suggestions received
Number of improvement actions taken
358
332
256
311
223
176
HUMAN TEAM AND KNOWLEDGE MANAGEMENT
Inclusion measures and improvement of the working environment
Average hours of training per person per year(Minimum: 40)
20
18
51,26
47,19
43,14
11
EXTERNAL COMMUNICATION AND ALLIANCES (I)
Social networks: Youtube. Views growth (higher than the previous year)
Social networks: Instagram. Engagement rate (Minimum: 10%)
29.614
18,62 %
14,15%
24.901
7,45%
23.288
EXTERNAL COMMUNICATION AND ALLIANCES (II)
Indicators measured every three years in user satisfaction surveys
4,07
Level of user satisfaction with the Libraries website (Minimum: 3,5 out of 5)
Date of current measures: 2025
Number of activities conducted
Number of web pages viewed
Millions
1.908.866
136
1.830.738
89
1.202.117
24
INFORMATION (I)
Pregunt@ Service: percentage of responses sent within a maximum of 3 working days (Minimum: 90 %)
4,23
Level of user satisfaction with the resolution of doubts and queries
97,20%
(Minimum: 3,5 out of 5)
Indicators measured every three years in user satisfaction surveys
92,00%
91%
Date of current measures: 2025
INFORMATION (II)
Number of pages viewed on the 'Support for Research Accreditation and Evaluation (SAAR)' website (Minimum: 20.000)
Number of pages viewed on the 'Intellectual Property and Open Access' website' (Minimum: 16.000)
30.776
28.518
16.860
16.700
12.345
17.100
INFORMATION (III)
4,23
Level of user satisfaction with personalized guidance service
Indicators measured every three years in user satisfaction surveys
(Minimun 3,5 out of 5)
Date of current measures: 2025
4,10
Level of user satisfaction with information, training and communication
(Minimun 3,5 out of 5)
LOAN (I)
Loan: Percentage of actual users of document and equipment loan in relation to potential users (Minimum: 55%)
Average number of days for external library orders requested at the UAB (Maximum: 2 days)
76,99%
1,49
1,09
0,89
61,25%
55,34%
LOAN (II)
4,47
Indicators measured every three years in user satisfaction surveys
Level of user's satisfaction with the borrowing service (Minimum: 3,5 out of 5)
Date of current measures: 2025
Number of loans greater than 80% of the previous year's total(Annual number of loans)
We serve the requested document within 3 working days for digital documents and 6 working days for physical documents(Minimum: 90% documents)
83,66%
Achieved
Achieved
Achieved
---
---
TRAINING
Level of user satisfaction with training courses (Minimum: 4 out of 5)
Number of users attending the training actions
4,54
4,52
4,51
8.759
6.785
6.057
PUBLICATION (I)
Percentage of queries to the PIAO website resolved within a maximum of 5 business days (Minimum: 90%)
Number of inquiries received regarding research output (Minimum: 100)
179
100%
100%
152
90
96,7 %
PUBLICATION (II)
Percentage of articles referenced in the research output database (CRIS) that are available in the DDD (Minimum: 20%)
Average duration of the review process for records to be incorporated into the DDD (Maximum: 50 days)
59
27,65%
27,84%
43
39
22,55%
PUBLICATION (III)
Total documents from the bibliographic and documentary heritage digitized and deposited in the open access institutional repository
4,25
Level of user satisfaction with the research and open science support
30.871
29.962
29.272
(Minimum: 3,5 out of 5)
Indicators measured every three years in user satisfaction surveys
Date of current measures: 2025
PUBLICATION (IV)
Number of teaching materials and learning objects in institutional repositories
Number of digital objects in the institutional open access repository
1.143
1.051
290.506
273.405
958
256.356
COLLECTION (I)
Digital Library: Average number of database queries per user (Minimum: 20)
0,19%
Inventory of monographs: Percentage of lost documents relative to the total inventoried
26,48
22,01
20,84
(Maximum: 0,100%)
Indicators measured every three years in user satisfaction surveys
Date of current measures: 2023
COLLECTION (II)
Digital Library: Average number of articles downloaded per user (Minimum: 25)
Digital Library: Average number of e-books consulted per user(Minimum: 20)
31,96
25,8
21,9
18,44
20,26
19,11
COLLECTION (III)
Average percentage of documents not located relative to the total number of items in the location of the lost document (Maximum: 0,05%)
Digital Library: Acceptable average price per full-text download (Maximum: 2 €)
0,04%
0,89 €
0,81 €
0,64 €
0,02%
0,02%
COLLECTION (IV)
Average number of days for delivery of documentary material(Maximum: 30)
Average number of days for technical processing of documents purchased in print (Maximum: 6)
29,1
6,14
27
4,7
18
3,67
COLLECTION (V)
4,12
Level of user satisfaction with the documentary collection
(Minimum: 3,5 out of 5)
Indicators measured every three years in user satisfaction surveys
Date of current measures: 2025
INFRASTRUCTURES AND BUDGETS
Non-documentary providers: Ratio of the number of requests to the claims of the providers
Number of renovated spaces
Achieved
Achieved
Achieved
TECHNOLOGIES (I)
Percentage of obsolete computers (Maximum: 8%)
3,95
Level of user satisfaction with the computer equipment
20,70%
(Minimum: 3,5 out of 5)
Indicators measured every three years in user satisfaction surveys
5,30%
5,80%
Date of current measures: 2025
TECHNOLOGIES (II)
Computer equipment: Percentage of unscheduled incidents resolved within 2 business days (Minimum: 80%)
Annual availability equal to or greater than 95% in platform availability (DDD) (Equal to or greater than 95%)
99,90%
99,90%
100%
91,3%
75%
99,18%
TECHNOLOGIES (III)
Number of computer and electronic devices (laptops, tablets, e-book readers)
341
184
173