Library & Archives Achieves Customer Service Excellence Accreditation
Library & Archives is delighted to announce that it has successfully achieved the Customer Service Excellence (CSE) standard following its recent assessment. Customer Service Excellence is a nationally recognised quality standard that assesses how effectively organisations deliver customer-focused services and meet the needs and expectations of their customers. The assessment resulted in full compliance across all 57 criteria, with no Partial Compliance findings, and the assessor awarded 6 Compliance Plus awards. Compliance Plus is awarded where an organisation can demonstrate that it is going above and beyond the requirements of the standard and delivering exceptional practice.
The awards recognised our work in:
- Putting customers at the heart of service delivery
- Using customer insight to inform strategy and service improvements
- Empowering colleagues to promote a customer-focused culture
- Developing and supporting staff to deliver excellent services
- Incorporating staff insight into service planning and decision-making
- Providing clean, comfortable and welcoming customer-facing facilities.
Library & Archives achieved Compliance Plus across two areas of the standard: The Culture of the Organisation and Delivery, recognising our commitment to customer-focused services, continuous improvement and learning from customer feedback.
The assessment included meetings with staff, students and stakeholders, alongside a review of our services, processes and customer experience. This achievement reflects the dedication, professionalism and customer-focused approach demonstrated by colleagues across Library & Archives and our ongoing commitment to delivering high-quality services for students, staff, researchers and visitors. We would like to thank everyone who contributed to the assessment and helped make this excellent result possible.