Eleven years of recognition for 24/7 library
Having first received the Government's Charter Mark in 2001, Libraries and Learning Innovation, the department that runs library services, has recently been re-accredited with its successor, the Customer Service Excellence Standard (CSE). It achieved 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 excellent understanding of customer needs, high levels of customer satisfaction and promotion of good practice across the sector. 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 adds a further year on to our 10 year anniversary last year of delivering excellent customer service to this standard. We are all very proud of this achievement which is rare in our sector, and of the consistency we have maintained over such a period of great change and increasing student expectations. Our Assessor complimented us on how much we have moved on over these years and managed to maintain our excellent standard whilst transforming our service, especially in terms of the role technology plays. We work hard to listen to our students and to put them at the heart of everything we do."
The government customer service standard offers public service organisations 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.