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Library improves scores for customer service

The University of Sussex Library has been recognised for the high quality of its customer services in the latest assessment as part of a national scheme.

The Library has held the Customer Service Excellence (CSE) award - the UK government's national standard - since 2013.

Developed to offer a practical tool for driving customer-focused change, the award follows a three-year cycle: an initial assessment, followed by two yearly reviews.

The Library was re-accredited in 2016 and has just come through its second annual assessment with flying colours, improving in a number of areas since last year’s review and achieving top marks in 13 elements out of 57.

Jane Harvell, Director of Library Services, says: “Our CSE accreditation is really important for us all in the Library; it’s something led by staff, and I’m delighted and proud that we continue to improve on the quality of services that we offer to all our users year on year.”

The CSE award focuses on priority areas for customers, such as delivery, timeliness, information, professionalism and staff attitude.

It also places emphasis on developing customer insight, understanding the user experience, and measuring users’ satisfaction with the service. 

Sean Goddard, Frontline Services Librarian, says: “This scheme has encouraged us to look at ourselves critically in all aspects of our work: not only the Reception Desk and the Information Hub, but also our teaching, engagement with tutors, and the vast amount of work done at The Keep.

“In addition, the evidence we supply is benchmarked against similar institutions and other organisations. It allows us to identify best practice across the sector.”

  • If you are interested in achieving Customer Service Excellence (CSE) accreditation for your own unit on campus, contact Sean Goddard or Grainne Macdermott for advice.


Posted on behalf of: Library
Last updated: Tuesday, 19 June 2018


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