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Performance, plans and policies

Reading relay at Shetland Library

2016 Customer survey - detailed results

Q1 - answers to 'What difference does the library make to your life' [PDF]

Q2, 3 & 4 - customer satisfaction statistics [PDF]


Performance reports/surveys

We survey our customers annually and feed back on this and on our achievements for the year. We publish a brief report, which we aim to make brief and bright so that it is of interest to as many customers as possible


Customer feedback

Please note that as well as our annual survey, your comments are welcome at anytime in person, by phone, letter, suggestion box, email, Facebook, Twitter and via our online catalogue.


Service planning

We set targets in our service action plan each year. The service plan also describes some of the ways we measure our performance and keep up with customer needs.


Our stock policy [PDF]

Describes how we choose and manage the quality of our stock


External evaluation

We regularly assess the service using the Public Library Quality Improvement Matrix overseen by SLIC, the Scottish Library and Information Council. Our last formal assessment was in 2012, when we maintained our rating for 'Meeting Readers' Needs' and improved our rating for 'Learners' Experiences'. This national evaluation system is currently being redesigned as 'How Good is Your Public Library' and we are doing a pilot self-assessment on one factor of the new draft regime.

2012 Shetland Library PLQIM assessment [PDF]


Targets and performance reporting

Our local targets are listed in our service plans and we report progress on these quarterly to the Children and Families Committee of Shetland Islands Council, as part of the Children's Services Directorate. These performance reports are posted on the Children's Services performance page - link below.

We are part of the Children's Services Department of the Shetland Islands Council, and we work to targets in the Directorate Plan. The Department's Standards and Quality report reports on work with young people, and we contribute information about our public and school library work. These documents can be found on the Children's Services Performance web page


National performance reporting

We also report statistics and evaluations of our performance to Audit Scotland, Scottish Book Trust and CIPFA (The Chartered Institute of Public Finance and Accounting). Benchmarking reports comparing our performance to other councils are produced annually by the Improvement Service: these national reports can be viewed on the Shetland Islands Council performance web page

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