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Customer Service Excellence Award for UAL Libraries

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Published date
13 July 2018

We are very pleased to report that following a visit to Camberwell on 13th June Library Services passed its annual Customer Service Excellence assessment.  Our assessor had a great day, and was very impressed with Camberwell. He really enjoyed meeting students and staff, and we would like to thank everyone involved.

We improved on last year. There are 57 elements that make up the CSE Standard, and we received Compliance Plus in 5; Compliance in 50 and Partial Compliance in 2 (up to 11 are permitted to pass).

Compliance Plus:

  • We have made positive changes to services as a result of analysing customer experience, including improved customer journeys.
  • There is corporate commitment to putting the customer at the heart of service delivery and leaders in our organisation actively support this and advocate for customers.
  • We use customer insight to inform policy and strategy and to prioritise service improvement activity.
  • We empower and encourage all employees to actively promote and participate in the customer focused culture of our organisation.
  • We can demonstrate how customer-facing staffs’ insight and experience is incorporated into internal processes, policy development and service planning.

Partial Compliance:

  • We monitor and meet our standards, key departmental and performance targets, and we tell our customers about our performance.
  • We are meeting our current standards for timeliness and quality of customer service and we publicise our performance against these standards.

As well as seeing you in our spaces, and coming out to deliver information skills sessions, we regularly attend college meetings.  We answer your questions and take feedback in our spaces and online.  We also regularly involve students in projects like the new Camberwell Library, and this also helped us to create the 24/7 Learning Zone at Camberwell.  We followed up on how we are doing at Camberwell with a user experience project in May this year.  We’ve also been improving our web pages, based on your feedback and from workshops mapping digital journeys.  Another area which we did a lot of work on last year, with the Student Union and UAL colleagues was on diversifying the curriculum, running related reading groups.

We worked hard last year, reviewing our service standards, and making them far more stretching.  We did not meet them all, but have put lots of measures in place to help us to improve our performance.  For more information please see our blog posts referring to service standards.

We are always making improvements to our service and spaces and are very keen to hear what you think about us. Please keep in touch.