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News Details at Edinburgh Napier University


“Strong customer focus has helped deliver services that are meaningful and impactful…”
Following a two day assessment, Information Services have achieved reaccreditation of the Customer Service Excellence standard!
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Following a two day assessment in February, Information Services have achieved reaccreditation of the Customer Service Excellence (CSE) standard

CSE is an externally accredited Government standard, offering a tool for driving customer-focused continuous improvement and skills development with a particular emphasis on quality.

Despite the fact the assessment was fully online, IS once again improved performance compared to previous years, successfully achieving 14 “Compliance Plus” elements. To achieve a “Compliance Plus” we must demonstrate that we exceed the standard expected for CSE compliance, typically evidencing that we are viewed as exceptional or as exemplar to others.

Our CSE Assessor recognised the challenges faced by IS and the entire University during the last year due to the pandemic, and was impressed by our commitment to customer service. Their comments included:

  • “During this challenging year there is little doubt that a strong customer focus has helped deliver services that were meaningful and impactful.”
  • “You have used your comprehensive knowledge of customer needs and preferences to prioritise service developments. Covid-19 has made the speed of change very significant in the past year. Your staff responded quickly and appropriately using customer insight to inform decision making.”
  • “Your staff were polite, friendly, empathetic and professional to customers. This was confirmed in survey results but also in discussions with customers, and through discussions with staff, during this remote assessment.”
  • “You maintained and improved on your continuous improvement ethos.”

Claire Taylor, Director of Information Services, said, “We are delighted that the assessor recognised all the hard work to support students and colleagues and also gave us food for thought on how we can continue to develop our services. It was particularly helpful to have students included in the assessment – we will now expand our engagement with students to design services in future.”

The next re-accreditation for Information Services will take place at the end of 2021. Find out more about CSE within IS by visiting the CSE intranet page.



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