Library service standards

The University of Portsmouth Library is committed to delivering Customer Service Excellence in all areas of our work. These Library Service Standards are monitored and reported on a monthly basis. The Standards work alongside our Customer Charter to show our customers what they can expect from our services.

We welcome your feedback on these Standards and all aspects of our service.

 

Customer Service

+

 

Building and Spaces 

+

 

Resources

+

 

Support

+

 

University Card Printing Service

−

We will deliver a highly rated and efficient University Card Printing Service for all of our customers.

Obtaining a University Card for members of the UoP community:

We will respond to Hornbill requests for University ID cards for our new staff in a timely fashion. Cards will be printed and available for collection or distribution within 3 working days of personal data being available in the card printing database and following the submission of an appropriate photograph.

We will respond to Hornbill requests to replace lost, damaged, stolen and faulty University ID cards for our students and staff in a timely fashion. Cards will be printed and available for collection or distribution within 3 working days, where an appropriate photo and all required personal data are available in the card printing database (and where a crime number has been submitted for stolen cards). 

Obtaining a Library card for members of the public:

We will process requests from members of the public in a timely fashion by ensuring that new Library Cards will be printed and available for collection for our Sconul and External Members within 5 working days of receipt of their joining or renewal application (on condition that all required personal data is available in the card printing database and following the submission of an appropriate photograph). 

Customer satisfaction:

UoP Customers will be satisfied with their experience of using the University Card Printing Service. Where customers choose to rate our service we will aim for 5 star ratings on Hornbill for all University Card Printing Requests. Any ratings of 3 stars or less will be followed up to seek customer feedback.