Library Services


Library Services CSE Accreditation

28 July 2020

Library Services are reaccredited with the Customer Service Excellence (CSE) Accreditation for a further 12 months.

UCL letters art sculpture outside the Student Centre

Library Services have excelled in the first annual review of our CSE Accreditation, receiving even higher marks than last year.

CSE Accreditation is a national scheme which recognises organisations who deliver services which put customers at the core of what they do. Accreditation is awarded on a three-year cycle, with two Annual Reviews. This year the annual review took place on Microsoft Teams.

To retain the award, each applicant is judged against 57 criteria divided into five categories;

  • Customer Insight,
  • Culture of the Organisation,
  • Information and Access,
  • Delivery,
  • Timeliness and Quality of Service.

The Library were fully compliant against 54 of the 57 criteria, and compliant plus in the remaining 3.

To gain Compliance plus an organisation must show “that it has exceeded the requirements of the Standard against an element, demonstrated exceptional practice or can be used as an exemplar for others within or beyond your sector”.

Professor David Price, Vice-Provost (Research) said:

The Library is the first Department or Division in UCL to achieve the coveted national Customer Service Excellence (CSE) Award. It is a testament to the depth of service and customer focus which the Library brings to the UCL community.
To be re-accredited after again meeting 57 criteria is a tribute to the professionalism of Library colleagues. That the Library achieved compliance+ in three of these categories is icing on the cake. UCL is fortunate to have such a wonderfully gifted library service.

Dr Paul Ayris, Pro-Vice-Provost for Library Services said:

I was particularly impressed by the tribute paid to the Library’s work during the COVID 19 lockdown and the work we are doing in liberating the curriculum, supporting issues raised by #BlackLivesMatter. The re-award of Customer Service Excellence accreditation is a tribute to every single member of UCL Library Services and the role they play in delivering the UCL Library Services strategy and UCL 2034. CSE Accreditation can only be achieved when the whole team is pulling together.
The current covid-19 pandemic poses enormous challenges to every one of us, but it is right to celebrate successes as we prepare for a ‘new normal’ and academic activity in the new 2020/21 session”.

CSE accreditation reflects how UCL Library Services is making a difference to the Student Experience: last week’s NSS (2020) results showed levels of satisfaction by students at 89.3%, up from 85.4% in 2019. The re-accreditation for CSE is a boost both to Library colleagues and to our new and returning students as we prepare for the new academic year.

Related links