LIS receives Customer Service Excellence Award

Right to left: Prof Graham Hooley (SPVC), Angela Brady (Assistant Director [Public Services] LIS), Nick Smith (Director LIS) with the CSE award

LIS was recently granted the award for Customer Service Excellence, which is the Government standard for the way in which public services should be carried out to the satisfaction of the customer.

The standard tests areas that research has indicated are a priority for customers focus on delivery, timeliness, information, professionalism and staff attitude. 

57 detailed criteria are checked under the following headings:

  • Customer Insight

  • The culture of the organisation

  • Information and access

  • Delivery

  • Timeliness and quality

They achieved 87.7%, measured against written evidence for 57 detailed criteria; staff observations; and interviews with students and colleagues from across the University.

The assessor lauded “an excellent team of staff who are both approachable and helpful”. 

Only seven other university libraries have so far achieved CSE.

Well done to all involved!

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