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Customer Service Excellence

The Library first received the CSE award in July 2011. Of the 57 detailed criteria, the Library was considered to be Compliance Plus in 5 elements, where we had performed in an innovative, market leading way.

Our assessor, David Melton, stated in his report:

“The commitment of the management team, and the whole staff, to deliver the best possible service to all users is totally apparent. The continuing amount of customer-led improvements is impressive... and that customer service is at the heart of everything they do.”

The Customer Service Excellence standard aims to make a tangible difference to service users by encouraging provider organisations to focus on their individual needs and preferences.

Q: What are the five criteria of Customer Service Excellence?

Customer Insight

Effectively identifying your customers, consulting them in a meaningful way and efficiently measuring the outcomes of your service are a vital part of this approach. It's not just about being able to collect information; it's about having the ability to use that information.

The Culture of the Organisation

It is challenging for an organisation to build and foster a truly customer focused culture. To cultivate and embed this there must be a commitment to it throughout an organisation, from the strategic leader to the front-line staff.

Information and Access

Customers value accurate and comprehensive information that is delivered or available through the most appropriate channel for them. Putting your customer first can be an important step towards providing effective communications.


How you achieve your business aims, the outcomes for your customers and how problems are managed can determine your organisation's success. Listening to your customers views about the service provided can be just as important as achieving key performance targets. Comments, feedback and complaints from customers can help you to make vital adjustments to the way your organisation runs which can support better delivery.

Timeliness and Quality of Service

The promptness of initial contact and keeping to agreed timescales is crucial to your customers satisfaction. However, speed can be achieved at the expense of quality. Therefore, the issue of timeliness has to be combined with quality of service to ensure the best possible result for customers.

We are committed to maintaining our high standards and we will continue to monitor our standards throughout the year in preparation for our annual reassessment. All users are welcome to leave feedback on our services to help us to achieve this.

Update May 2019

The Library was successfully reaccredited for another 12 months achieving full compliance in all 57 criteria.

We would like to thank the users and partners of the Library throughout the University who took time to take part in focus groups to help our assessor reach this conclusion and we will work hard to ensure another positive result in our next reappraisal in 12 months time.