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Customer Services

CSE award

Library and Learning Services (LLS) was awarded the Customer Service Excellence standard on 29 May 2013 in recognition of the high quality customer service delivered by staff. 

In May 2019, Solent University Library and Teaching and Learning Institute were awarded the Customer Service Excellence Standard. We were found to have "a deep understanding of, and commitment to, Customer Service Excellence". 

The Customer Service Excellence standard was developed by the Government with a view to improving customer focused services. In order to achieve the standard we are required to undergo a rigorous audit of our services with particular focus on delivery, timeliness, information, professionalism and staff attitude. Emphasis is placed on developing customer insight, understanding the users' experiences and measuring service satisfaction.

The award requires an ongoing review, carried out on an annual basis, ensuring that we remain open to change and responsive to the needs of students and staff. 

Further information on the CSE standard can be found on the CSE website. Information on how we meet our customer service targets can be found in our key performance indicators section.