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Customer Service Excellence award at the Library and Archive service

1 Feb 2024

The library is celebrating a successful re-assessment for Customer Service Excellence. The framework checks our customer service against a wide range of criteria and we are delighted to report we are found to be exceeding the framework in three of the areas assessed, giving us an outstanding result.

photo of the library staff standing on a staircase, smiling and looking towards the camera

It’s official! We deliver excellent customer service at the RCN Library and Archive Service. 

The Library and Archive Service had a great end to the year with the successful revalidation of our Customer Service Excellence (CSE) accreditation in December 2023, achieving a mark of compliance-plus in four new areas! 

CSE is an external assessment of an organisation’s customer experience, consisting of 57 different elements that make up the standard. We retained our existing 24 compliance-pluses taking our total to 28. This means we go above and beyond in 28 of the 57 areas, and we’re determined to continue to increase that!

Our external assessor spent a day with the Library and Archive team, examining evidence from a range of activities covering service delivery, timeliness, quality, customer insight and accessibility. He also spoke with RCN members and other stakeholders. 
He was particularly impressed with the enthusiasm of the library and archive team and the efforts we take to ensure our members receive good service. He enjoyed sitting in on a library training session and was struck by the interactivity and care taken to ensure all members understood the information.

We’re very grateful to everyone who takes the time to give us feedback, whether that’s in person, over email, by survey, or via our website. Please continue to share your suggestions on how we can improve our services and keep them relevant to you. 


Page last updated - 01/02/2024