Customer Service Excellence Accreditation 2024

Published by Jenny Irvine on

Library Services at QUB is proud to announce its recent accomplishment in achieving accreditation in the Customer Service Excellence (CSE) standard for another year.

CSE is a national standard of the UK Government and ensures organisations put the customer at the heart of everything they do and adapt their services and facilities in line with customer needs and preferences.  Achieving this award formally recognises our commitment to, and delivery of, customer service. 

Library Services has been successful in achieving the CSE Standard for a number of years.  This year, we excelled in meeting the requirements once again, earning an additional two compliance plus elements, taking our total to an unprecedented 29, out of a total of 57, that meet the highest standard awarded by CSE.  The CSE assessment areas include Customer Insight, Culture of the Organisation, Information and Access, Delivery, and Timeliness & Quality of Service. 

This is an exceptional result for all libraries at QUB. We are grateful to everyone involved in helping us achieve this standard, whether you are a customer, or a partner in the service we provide. When we have asked you to complete surveys or provide us with feedback, you have done this, and this has meant that we can use your feedback and comments as a driver for continuous improvement.   

At AFBI Library we are proud to support the work of AFBI staff and achieving the Customer Service Excellence Standard each year helps to ensure that we not only maintain, but build on our successful performance, and keep our service to AFBI customers a priority.  If you would like to leave a comment or suggestion about our service, please complete our online feedback form.