25 Jul 2017
Library re-accredited with customer services excellence award
Loughborough’s Pilkington Library has been successfully re-accredited with the Customer Services Excellence award (CSE).
CSE was developed by the UK Government ‘to offer services a practical tool for driving customer-focused change within their organisation’.
In order to achieve the award, organisations are assessed against 57 separate criteria under five main strands: Customer Insight, The Culture of the Organisation, Information and Access, Delivery and Timeliness and Quality of Service.
In 2017, the Library achieved full compliance against all 57 criteria and had six areas considered to be ‘compliance plus’, which is market leading.
The report stated: “The Library continues to demonstrate a strong commitment to customer service excellence and this is driven from the top… customer service remains at the heart of service delivery.
“Staff are polite and friendly to customers and many internal customers described ‘great service with a smile’.”
Students described library staff as “really trying to understand us” and were particularly impressed with the time taken to deal with their query, commenting that “it was much quicker than I expected”.
Matt Cunningham, User Services Manager at the Library, who oversaw the accreditation visit said: “The Library spends a lot of time and effort in training library staff to make sure they help University staff and students in a helpful and informed way.
“Having this confirmed through the CSE award is great because it shows we are getting it right.”
Photo: Andy Weekes