Libraries' Customer Service Excellence keeps improving
Upward trajectory continues as customer service assessment results increase for the third year in a row.
The Libraries once again improved on our record in the Customer Service Excellence (CSE) assessment, retaining our 12 compliance plus ratings from the 2023 review and achieving two more. This is the best-ever result for the Libraries, reflecting the customer-focused approach at the heart of all library teams.
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.
It's a testament to our dedication to continuous improvement and putting our libraries' community at the heart of everything we do.
In previous years, teams across the library were praised for using extraordinary levels of customer feedback and user experience research to improve services, policies and practices. This year the assessor for CSE found “ongoing evidence of regular in-person and emailed thanks and praise when staff go above and beyond their expected contribution level.”
The additional compliance plus ratings granted this year are for better benchmarking of services against comparable institutions, ensuring that the University of Leeds Libraries are leading within the sector, and for analysing, publicising and improving services based on customer satisfaction levels.
“I'm thrilled to celebrate our ongoing success against the Customer Service Excellence standard,” said Josh Sendall, Director of Library Services.
He praised staff dedication to customer service, adding, “This achievement highlights our deep commitment to delivering efficient, effective and empowering customer service. It's a testament to our dedication to continuous improvement and putting our libraries' community at the heart of everything we do. Thanks to everyone across our team who make a positive difference every day.”
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 the Libraries will continue to deliver exemplary service based on the needs and feedback of our users.
Join our Libraries Advisory Panel for opportunities to have your say on improving our services.
