Our excellent customer service

Posted on 17 May 2016

For the third year running, Information Services (Library, IT and Archives) have successfully achieved the Customer Service Excellence Award.

We're particularly pleased to report that, for the first time, there were no areas of partial compliance noted by the assessor. Even better, we're now assessed as having seven Compliance Pluses, awarded for exceptional performance, around the areas of Customer Insight, Organisational Culture, and Service Delivery.

In preparing for our assessment, and in acting on comments in the assessment reports, we have always been careful to ensure that we're making genuine changes to our culture and to the customer service that we offer; we don't view this as just an exercise in ticking boxes or providing evidence, and wouldn't achieve the award if we did. We're confident that we're continuing to improve our service to you - we hope that you agree, and we'd be interested to have your thoughts.

Information Services were the first department in the University to gain this award, and were early adopters of the standard within Higher Education more widely. If your department is considering applying for this award, we'd be happy to discuss our experience. Please contact Jackie Knowles, our Head of Customer Services.