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Performance, plans and policies

Reading relay at Shetland Library

Performance reports/surveys

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


2018 Customer Survey

Our overall satisfaction score was a wonderful 93%. We asked the question 'If you can narrow it down, what's most important to you about the Library?'. We got 132 comments back. You can read a selection here:

Detailed results of 2018 customer survey [PDF]


2017 Customer Survey

Our overall satisfaction rating went UP to 96%. We asked questions based on the aims of 'Ambition and Opportunity', the National Strategy for Public Libraries/

Detailed results of 2017 customer survey [PDF]


2016 Customer survey

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

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

Q5 - Comments, suggestions and complaints [PDF]


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.


Partnership Statement - Shetland Library/Adult Learning 2017 [PDF]

Partnership work and simply maintaining good working relationships with other services is very valuable to us. Links to some of our main partners are on our Partners web page.



Our Volunteer Policy and application form


Our stock policy [PDF]

Describes how we choose and manage the quality of our stock


External evaluation

The 'How Good is Your Public Library' (HGIOPL) quality assessment regime has been several years in development and will soon be fully established nationally. It is overseen by the Scottish Library and Information Council (SLIC) and replaces the previous system, the 'Public Library Quality Improvement Matrix'.

HGIOPL consists of five Quality Indicators and each comprises self-evaluation followed by a one-day peer assessor visit. There is a particular focus on being able to demonsrate the impact a service makes.

Shetland Library completed a HGIOPL assessment of Q.I. 4, 'Individual and Community Engagement' in February 2017, only the fourth Scottish Library to be assessed under the new system. Our self-evaluation and the assessors report is below, along with previous PLQIM assessments.

2017 Shetland Library HGIOPL self evaluation QI.4 [PDF]

2017 Shetland Library HGIOPL peer assessment QI.4 [PDF]

2012 Shetland Library PLQIM assessment [PDF]

2008 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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