Customer Service Excellence Accreditation
In January 2021 Library and Learning Resources became the first university department to achieve the Customer Service Excellence (CSE) accreditation after 18 months of preparation, application and evaluation.
Customer Service Excellence (CSE) is an industry backed practical tool that assesses whether services provided are efficient, effective, excellent, equitable and empowering. It is a demonstration of how we put you our users at the heart of our service provision. Emphasis is placed on developing customer insight, understanding the user's experience and robust measurement of service satisfaction. The feedback section of this website will give you a flavour of some of the ways we consult with you and assess your needs.
It is only with your support, that we have been able to grow the service to how it looks today. So, this award is not just reflection on us but on all the students and colleagues who have helped us look at the services we provide, assess where they meet your expectations, identify where we can improve them and how we can continue to develop our services to meet your needs. Without you there is no service, so a big thank you from us to everyone who wrote us a letter on Valentine’s day, visited us at a Shape Our Library event or have touched upon our service in any way. Thank you.
By seeking formal accreditation, we were independently assessed against 5 criteria:
- Customer Insight,
- The Culture of the Organisation,
- Information and Access,
- Delivery, Timeliness
- Quality of Service.
Many examples of good practice were recognised, with only one partial compliance and one case of compliance plus (practices which exceed the requirements of the standard and are viewed as exceptional or as an example to others). To meet the criteria, we had to demonstrate that our services are of a very high standard, and that we engage and consult with you our users to ensure that these services are relevant to your changing needs.
This is a significant achievement for the department and the university and we are proud that our commitment to provide an excellent user experience has been recognised.
We could not have done it without you.