• Home
  • Login
  • Welcome to the Staff Intranet
YOU ARE HERE: Skip Navigation LinksEdinburgh Napier Staff Intranet > Service Depts > University Secretary's Office > Customer Service Excellence

​Customer Service Excellence (CSE)


Customer Service Excellence LogoIn 2015 Information Services, Property & Facilities Services and Governance & Compliance successfully achieved Customer Service Excellence accreditation.


I am delighted to tell you that following a comprehensive and rigorous annual re-assessment, the CSE group has once again achieved the standard.


The core ethos behind CSE is continuous improvement and this time the group were awarded two additional highly coveted 'Compliance Plus' elements. These were awarded for providing strong evidence of significant improvements in the areas of innovation and core service delivery.


Planning for the next reassessment in November 2017 is already underway. The group are additionally assisting more departments in preparing their evidence following the reorganisation of ULT portfolios, with the School Support Service working towards their initial assessment this year.


The CSE group will continue to develop, enhance and raise awareness of the standard over the coming months.


About Customer Service Excellence

Customer Service Excellence (CSE) is the successor to the Charter Mark, the UK Government’s national standard for excellence in customer service. The standard was developed to offer public services a practical tool for driving customer-focussed change within their organisation.


CSE aims to bring professional, high-level customer service concepts into common currency with front line public services by offering a unique improvement tool to help those delivering public services put their customers at the core of what they do.

The standard is designed to operate on three distinct levels:


(i) As a driver of continuous improvement

The CSE standard allows organisations to self-assess their capability in relation to customer-focussed service delivery by using an online self-assessment tool to identify areas and methods for improvement. The questions posed around the standard’s five criteria enables an organisation to build a picture of and to define its current level of customer focus.


(ii) As a skills development tool

Empowerment is at the heart of the CSE standard as it allows individuals and teams within the organisation to explore and acquire new skills in the area of customer focus and customer engagement, thus building their capacity for delivering improved services.


(iii) As an independent validation of achievement


By allowing organisation to seek formal accreditation to the Customer Service Excellence Standard, to demonstrate their competence, identify key areas for improvement and to celebrate their success.


CSE Criteria

To achieve the CSE award an organisation needs to demonstrate that it meets the criteria set out in the CSE Standard. There are five high level criteria which are then divided into 57 separate elements:

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

The assessment process involves providing written evidence that is then tested on site by an annual visit by an assessor. Wherever possible evidence should be given by linking to existing documentation and records, such as project mandates and customer satisfaction surveys. All evidence should demonstrate that the organisation is committed to continuous improvement.


What are the benefits of CSE?


The CSE standard can benefit both staff and organisations.


Organisations which have achieved the CSE standard can use this to demonstrate they high standard they have achieved in Customer Service, signifying to themselves, their staff, customers, partners and the wider public, the high level of service that can be expected.


In addition to improving customer service and being a driver for change, the attainment of the CSE standard is reported to have a positive impact on staff morale.


More generally, CSE recipients have found positive impacts by:

  • increasing customer focus;
  • improving consultation with users
  • developing better internal processes
  • improving complaints handling
  • developing more effective service delivery.


Additional information about Customer Service Excellence and the CSE standard can be found on the Customer Service Excellence website.


More details about how CSE benefits the individual departments and their customers can be found on their intranet pages: