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 achieve 80 per cent compliance against 54 criteria. We also 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 reassessed and reaccredited to the Customer Service Excellence Award in January 2015. The Library, which is the only service in the University to hold this award, is now 100 per cent compliant against all CSE criteria. Additionally, the Library was rated at the highest level of ‘compliance plus’ in four areas for showing best practice which others can learn from. These are:

  • How the Library finds out what students and employees want;
  • How the Library consults to improve its services;
  • How what the Library knows about students and employees influences its strategy and policy;
  • How the Library communicates in ways which suit people’s needs and preferences.

Feedback from the external assessment indicated that excellent customer service was clearly a normal part of the day-to-day work of the Library.