Award recognises Library's 'pride and passion' to put the customer first

The Library has achieved a Customer Service Excellence award, a government standard that recognises an organisation's commitment to put customers first.


Although the Library receives consistently positive customer feedback, the standard offered an opportunity to take a more structured approach to customer service and to independently test the quality of service delivery. The Customer Service Excellence ® standard challenges organisations to examine their service in relation to 57 criteria that have been shown to influence customer satisfaction.

The Library achieved a very positive result, receiving ‘Compliance plus’ for the “excellent use of customer insight to inform service improvements…and the positioning of consultation so that it is integral to these improvements”. The assessor particularly praised the "pride and passion" as well as the "resolve, positive attitude and commitment" of library staff, who "always put the customer first".

There was one suggestion that more could be done to tell customers about performance; the Library’s new ‘Targets and service standards’ webpage addresses this comment.

Mark Clowes, strategic action lead for Customer Service Excellence ®, said: “I’m delighted that we’ve managed to achieve this prestigious award; as well as recognising the hard work of staff throughout the Library, it shows a commitment on our part to keep listening and responding to our customers' changing needs – and the assessor will be back next year to make sure we maintain the same high standards!"

For more information about the award see the Customer Service Excellence website.

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