Customer Service Excellence

The University of Hull, Brynmor Jones Library was first awarded Customer Service Excellence in 2019, successfully achieving the University’s first Customer Service Excellence award. Customer Service Excellence is a mark of quality for our services which is focused towards the individual needs and preferences of our customers. It creates opportunities to provide innovative and improved services, striving to go above and beyond expectation. 

We are now in a rolling programme of annual assessments to maintain the Standard. In February 2022 we successfully completed our second rolling assessment, having gathered a portfolio of evidence which was supported by an in-person visit from an independent assessor who spent a day in the library observing our operations and talking to our staff, customers and partners. We were delighted to achieve Compliance* in all areas and to further achieve Compliance Plus** in six areas.

Our assessor was particularly impressed with how engaged and empowered front-line staff were in participating in working groups and identifying service improvements as well as how flexible the team are in getting and acting upon feedback. They also commented on how well the Customer Experience and Insight team had done to maintain excellent customer service over the course of the pandemic, saying:

“Your staff are to be congratulated for the manner in which they have not only maintained a high standard of responsiveness and quality of service, but have done this in a difficult environment and, at the same time, introducing the TOPdesk system”.

In order to be recognised as achieving Customer Service Excellence, the Library created an extensive portfolio of evidence which was presented and assessed by an external licensed body. The detailed criteria found in the Customer Service Excellence standard is split into five sections: 

Customer Insight  

The University Library serves many customers both within and beyond the University of Hull. To meet this criterion we had to demonstrate how we consulted our customers and provided them opportunities to feedback on our services. We have an ethos of putting customers at the heart of everything we do, focusing on how we can use data and feedback to improve our services. 

The Culture of the Organisation 

This customer focused culture within the University Library continues as evidence for this criterion. We had to show our commitment to fostering this culture across all levels of our employees. We competitively want to be the best and challenge others to think differently. You can view our commitment promises which relate to library culture on our webpages.  

Information and Access 

We provide accurate and comprehensive information to our customers in order to demonstrate that we meet this criterion. Whether that’s our library social media feeds (on FacebookTwitter, and YouTube), digital signage, library webpages, or partnering with the university to send updates via email, we measure how much communication has been understood to ensure these methods are effective.  


Delivery focuses on how the University library utilises comments, complaints and feedback in order to make adjustments to our operations. We have a responsibility to adhere to national and statutory targets such as our equality, diversity and inclusion provisions and this forms part of our evidence for this criterion.  

Timeliness and Quality of Service 

The University Library publishes expected response times to customer contact, whilst monitoring data to maintain high levels of communication quality.  Our business and service standards help us to maintain standards and consistency of our service. We review these monthly, putting in place any action necessary alongside benchmarking our approach with other institutions.  



*Our new compliance pluses are:

  • 1.1.2 We have developed customer insight about our customer groups to better understand their needs and preferences.
  • 1.2.2 We have made the consultation of customers integral to continually improving our service and we advise customers of the results and action taken.
  • 2.1.6 We empower and encourage all employees to actively promote and participate in the customer-focused culture of our organisation.
  • 2.2.5 We value the contribution our staff make to delivering customer focused services, and leaders, managers and staff demonstrate these behaviours.
  • 3.4.2 We have developed co-ordinated working arrangements with our partners that ensure customers have clear lines of accountability for quality of service.
  • 4.3.2 We have an easy to use complaints procedure, which includes a commitment to deal with problems fully and solve them wherever possible within a reasonable time limit.

*We also added to our existing compliance pluses which we have retained:

  • 1.1.1 We have an in-depth understanding of the characteristics of our current and potential customer groups based on recent and reliable information.
  • 1.1.3 We make particular efforts to identify hard-to-reach an disadvantaged groups and individuals and have developed our services in response to their specific needs.
  • 1.3.5 We have made positive changes to series as a result of analysing customer experience, including improved customer journeys.
  • 2.2.2 Our staff are polite and friendly to customers and have an understanding of customer needs.
  • 2.2.4 We can demonstrate how customer-facing staff’s insights and experiences are incorporated in internal processes, policy development and service planning.
  • 4.1.1 We have challenging standards for our main services which take account of our responsibiluty for deliverying national and stator standards and targets. 


Contact us for support or questions on the University Library Customer Service Excellence accreditation.