Customer Service Excellence

The Library was awarded the Customer Service Excellence standard in January 2011.

This award has been developed by the Cabinet Office to acknowledge excellence in public services. To gain the award the Library had to demonstrate that we seek to understand our customers’ needs and how these are changing; that our staff consistently focus on providing good customer services; and that the services themselves are high quality and easily accessed.

The Library’s services were rigorously assessed and the assessor highlighted a number of strengths:

• the commitment shown to identifying and meeting the needs of customers
• staff going beyond what would normally be expected to meet customer needs
• receiving overwhelmingly positive feedback from academic staff and students
• providing ways for library staff and customers to influence the ways services are developed.