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Feedback and Performance: Customer Service Excellence

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, with particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction. 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 demonstrated that we are fully compliant against the standard and of the 57 criteria, for 20 of the criteria we exceed the standard and have been awarded compliance plus.

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.