Outstanding result in Customer Service Excellence review
Putting customers first delivers the Libraries' best ever score
For the third year in a row, the Libraries have excelled in the Customer Service Excellence (CSE) assessment. As well as achieving full compliance with every element in the review, the Libraries were awarded 23 'compliance pluses' where we showed quality and consistency above and beyond the standard.
CSE is measured against rigorous and internationally agreed standards of service, making it a key accreditation for the Libraries. Compliance plus ratings demonstrate organisations going beyond basic category criteria to deliver exceptional levels of customer service across all locations, teams and services.
Josh Sendall, Acting University Librarian & Keeper of the Brotherton Collection, said of the assessment, “This fantastic result speaks to the dedication and professionalism of colleagues across Libraries, Galleries and Cultural Collections. Thank you to everyone who contributes to customer service excellence every day.”
The two-day evaluation included interviews with staff, students, researchers and colleagues from partner services, as well as a written submission with 67 pieces of supporting evidence detailing our dedication to providing exceptional service to our customers.
The Libraries’ previous best result was in 2025, with a total of 14 compliance pluses. The addition of a further nine is not only the best result so far, but also the most significant leap in delivery.
This is a wonderful result, which reflects the quality and consistency of our customer-focused approach across all aspects of the service, and the assessor made a particular point of highlighting the passion and commitment of the staff she spoke to, emphasising how positively our students and partners spoke about the Libraries.
These results set a new standard for customer service at the Libraries. Maintaining such a high compliance plus rating while striving to achieve more means we will continue to deliver exemplary service based on the needs and feedback of our users.
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