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Improved Customer Service Excellence in the Library

The Library has gained three further “Compliance Plus” ratings, exceeding the requirements of the Customer Service Excellence accreditation.

The Customer Service Excellence (CSE) accreditation standard offer organisations an independent and practical tool for driving customer-focused change, and the Library was re-assessed in December 2021.

I am truly delighted that we have retained the CSE standard once again – and improved our results even further.

Masud Khokhar, University Librarian

The three Compliance Plus ratings recognise:

  • in-depth understanding of current and potential customer groups using recent and reliable information
  • that we value the contribution our staff make to deliver customer-focused services, and all managers and staff demonstrate these behaviours
  • we make sure our Library spaces are clean and comfortable when customers visit in person.

The CSE assessor wanted to highlight that the students she met really appreciate this: they spoke about “patient and dedicated staff” and that they “provide reassurance, they are interested in me and my wellbeing”.

Masud Khokhar, the University Librarian, said “CSE is a really important accreditation for us, as it highlights the importance we give to our users in our thinking and operations. It is also a great way to recognise the great work our staff do on a regular basis. I am truly delighted that we have retained the CSE standard once again – and improved our results even further.”

With these ratings, the Library has achieved a total of 10 Compliance Plus ratings across all the CSE criteria, which focus on delivery, timeliness, information, professionalism and staff attitude.

Just one Compliance Plus rating was lost in this assessment: agreeing with customers what they can expect from our services.

Work to improve benchmarking and service measurement will build on recommendations from the CSE assessor and will feed into Library planning this year.

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