Customer Service Excellence

We are delighted to report that the University Library has received recognition for its commitment to customer service for the sixth time: we are very proud to have been certificated as a Customer Service Excellence organisation since 2016.

The Library team has been reviewed following our full re-accreditation in 2022, and continues to maintain our Customer Service Excellence award, a nationwide scheme for public bodies like universities and councils.  

Among the areas of good practice recognised were:

• Staff are empowered and encouraged by managers to “go the extra mile” to help their customers.
• 91.8% satisfaction from students in the National Student Survey – 2.5% above average, compared to other universities.
• An on-going commitment to putting the customer at the heart of service delivery, actively supported by the leadership team of the Library & Information Services department.

The assessor noted in their report customer compliments about “staff friendliness, helpfulness and speed of response”, that staff are “incredibly helpful, friendly and approachable” and that there are always “good resource levels (people) available either in person or online”.

Please visit the Library Service Standards, which enable us to monitor how we are providing our key services and allow us to spot areas where we might improve. Find out more about the services offered at the University Library, or send in your suggestions so we can continue to improve our offer to our customers.