Library service standards

The library service standards will be monitored as an ongoing process and the results will be reported at the end of each academic year on our library blog and website. 

Library services and opening hours

• The library will be open for the advertised opening hours
• Changes to standard opening hours and services will be published on the library website at least one month in advance

Enquiry and front-line services

• Clients should wait no longer than 3 minutes to be helped at any open service point
• Phone calls to our staffed enquiries line will be answered within 1 minute during staffed hours
• Emails to library@port.ac.uk will receive an answer or a referral within 1 working day
• The average time for online chat enquiries to be answered is 20 seconds
• Missed chats will account for no more than 5% of the total number of online chat enquiries received (excluding chats where there connection issues are identified, and where the enquirer ends the chat request within 5 seconds)
• Customer satisfaction for online chat, for enquirers who rated the service, will be at least 3.75 (out of a maximum of 4).
• Letters will be answered within 2 working days.

Building and spaces

• Faulty equipment and lighting will be reported and signage displayed on the same working day

Availability of books and resources

• Print book orders will be on the shelf ready for clients to use within 4 weeks
• Urgent print book orders will be on the shelf ready for clients to use within 7 working days
• 80% of items will be reshelved within 1 working day
• Problems with electronic resources will be responded to on the same working day

Interlibrary loan and distance learning document delivery service

• Postal loan requests from distance learners will be posted within 1 working day of their receipt where the book is available in the library
• 70% of interlibrary loan requests will be actioned within 1 working day

Feedback and complaints

• Suggestions will be responded to within 10 working days
• Responses to complaints will be sent within 14 working days