Customer Service Excellence

Libraries and Learning Innovation has received the Government's Customer Service Excellence Award (the replacement for the Chartermark which the service has held since 2004). The award focuses on customer insight, organisational culture, information and access, delivery and the quality and timeliness of the services provided. The assessor highlighted a number of key strengths:

• Very good understanding of the needs of customers, including "hard to reach" customers, including well developed services for customers with disabilities and international students.
• Good levels of customer satisfaction and the service ranks highly in comparison to those at other universities.
• Good leadership corporately and from senior staff to the delivery of "student centred" services.
• Comprehensive systems in place for monitoring and reviewing performance regarding service delivery outcomes and the timeliness of delivery.