Customer Service Excellence Accreditation for CLS

The Customer Service Excellence (CSE) standard is a nationally recognised accreditation that is awarded to organisations who can evidence that they are consistently delivering an excellent customer experience and who can demonstrate a genuine commitment to continuous improvement.

Computing and Library Services has held the award since 2014, but prior to this, Library Services was an “early adopter”, and it was the first academic library nationally, to gain CSE recognition way back in 2008. In order to retain the award, a rigorous assessment is undertaken every year by an external assessor which involves examining documentary evidence, talking to lots of customers and staff, and unobtrusively observing how services are actually being delivered.

During its most recent assessment, CLS remained fully compliant with all 57 criteria, and gained several additional “compliance pluses”, taking our total to an unprecedented 22. The assessor praised CLS for its “total dedication to providing a quality service at all times”, and he complimented the staff who “came across as being proud to work at the University and were clearly determined to enhance the customer journey and overall experience.”  

Director of CLS Sue White said ‘"I am delighted with this external recognition of all the excellent work undertaken by colleagues in CLS, and particularly proud of the assessor’s comments about our strong ethos of continuous improvement.  We have received some great comments from students and staff, and I would like to thank everyone we work with across the University, who make it possible to achieve so much."