Commitment to customer service celebrated
Earlier this year, the university became the largest in the UK to receive the top accolade in recognition of its commitment to customer service and culture of continuous improvement; only two other universities hold the Customer Service Excellence standard.
The CSE standard is a Government benchmark awarded to public sector bodies who demonstrate a commitment to driving customer-focused change within their organisation.
Professor Susan Price, Vice Chancellor at Leeds Metropolitan, said: "We were delighted to have been successful in achieving the Customer Service Excellence standard and that our passion and commitment to our customers and in particular our students, has been recognised. Achieving the standard isn't the end of the process, it is just the beginning for us and we are continuing to drive continuous improvement through initiatives which will benefit the customers we serve."
To achieve the standard, an organisation must show they meet a range of detailed criteria, including customer insight, the culture of the organisation, information and access, delivery, and timeliness and quality of service.
The assessment concluded that Leeds Metropolitan University successfully achieved "compliance" against 46 elements and exceeded 9 elements of the criteria, scoring "compliance plus".
The university's neighbourhood helpline was commended as an effective way to swiftly deal with feedback local residents and its pioneering scheme in partnership with a local taxi company, Amber Taxis, ensures students can get home safely even if they have run out of money at the end of the night, simply by showing their student card. In addition, the university's 24/7 library, which was recently reaccredited with the CSE standard in its own right for the 11th year running for that facility alone, was commended as being an example of great customer service.
Image l-r:CSE Assessor, Mick Lynch, Leeds Met Secretary and Registrar, Jenny Share and Vice Chancellor Professor Susan Price.