24/7 library celebrates ten years of excellence
Having first received the Government's Charter Mark in 2001, the University's library services have recently been re-accredited with its successor, the Customer Service Excellence Standard (CSE), achieving full compliance across all 57 criteria measured and the award of Compliance Plus for seven of these criteria.
Assessors praised the University service for its culture of customer focus, with an excellent understanding of the needs of all of its customers which is used to develop and improve services resulting in high levels of customer satisfaction. As a direct result of student feedback over recent years, Leeds Metropolitan's libraries are now open 24 hours a day, seven days a week, all year round and a new library search engine, called 'Discover', now makes it much easier for students to navigate approximately 400,000 resources that are available to them.
Director of Libraries and Learning Innovation at the University, Jo Norry, said: "This clocks up a fantastic achievement for us as our ten year anniversary of delivering excellent customer service to this standard. I am delighted and very proud that we have maintained these high levels of service throughout a period of rapid change in our sector and profession, whilst students' expectations have continued to rise. We work hard to listen to our students and to put them at the heart of everything we do."
Library services at the University received a score of 84% satisfaction in the most recent National Student Survey and 91% satisfaction in the Autumn 2011 International Student Barometer.
The government standard offers public services a practical tool for driving customer-focused change within their organisation. It aims to make a tangible difference to the users of public service by encouraging organisations to focus on their individual needs and preferences.