Customer Service Excellence

CityLibrary was awarded Customer Service Excellence standard in October 2019.

Customer Service Excellence is a national quality mark recognising organisations that have a truly customer-focused commitment. An independent assessor conducts a rigorous appraisal; reviews documents submitted to the assessor to demonstrate compliance against each element of the Standard, visits the site, and conducts interviews with staff and customers; to establish whether an organisation meets the requirements of Customer Service Excellence.

The 2019 Assessment Report stated:

The use of extremely dedicated staff, attention to detail, robust systems and the overall customer focus for quality at all times for City University of London Library Services, resulted in them establishing a clear understanding as to their students’ eclectic needs.

The CSE Standard requires year on year improvement and is assessed regularly by an independent assessor. CityLibrary is  committed to continuing to improve customer service to maintain the award. The assessor has indicated the areas and actions we can focus on in the coming year to ensure that we do so. In CityLibrary part of our commitment is to put our library users at the very centre of our activities, along with our Library Services User Charter.