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Library Lab

Library Lab is a place where we showcase our projects and initiatives (and our experiments!) - these are designed to improve services for students and to engage everyone in building the library of the future - join us!


Customer Service Excellence: Home

LLS Customer Service Excellence

Customer Service Excellence is a government standard for customer service and was developed to offer services a practical tool for driving customer-focused change within their organisation. The standard tests in great depth those areas that research has indicated are a priority for customers. Library and Learning Services have held the award since 2011, demonstrating improvement in each annual assessment. Our assessor describes Library and Learning Services as demonstrating “a very positive customer focused culture across all staff within LLS.  

We have developed a number of means to ensure we maintain a consistently high standard in customer service:  

  • We have agreed our approach to customer service through our Customer Services Statement   
  • We have developed standards in key areas of service provision which we measure our performance against and gather and monitor feedback. We look to develop our services by responding to feedback.   
  • We carry out regular satisfaction surveys and analyse NSS results in order to measure satisfaction and improve and develop the service we offer.