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 Facebook, Twitter, 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 Customer Service Excellence award is recognition of the high standard the Customer Experience and Insight team have achieved in their customer service provision. We are committed to providing the best possible customer care and this award acknowledges the University Library and our work as a team in creating the portfolio of evidence required.
Contact us for support or questions on the University Library Customer Service Excellence accreditation.