At the RCN Library and Archive Service, we pride ourselves on the leading customer service that we provide for our members. For the sixth year running we have ensured that we comply with the Customer Service Excellence (CSE) standard by being inspected by an external assessor. CSE is a benchmarking exercise to help us continually improve our service. There are 57 different elements that make up the CSE standard, and these elements range from delivery of our services to information and access. This year we had a new assessor who spent a day with us, meeting staff and members online and reviewing the evidence we provide to show how we are delivering customer service. The assessor was particularly impressed by the range and extent of the surveys and feedback methods we use to listen to our members and how we use that information to improve our services.
The assessor also complemented our high rates of satisfaction. In our last annual survey, 96% of users said they are ‘very satisfied’ or ‘satisfied’ with our services.
We're pleased to say that we passed with flying colours and are still providing excellent customer service. After our assessment in January our assessor confirmed we’re still compliant in each of the 57 elements of the Customer Service Excellence standard. We also gained two new additional 'Compliance Pluses' - a recognition that we go above and beyond in those elements.
We’re very grateful to everyone who takes the time to give us feedback, whether that’s in person, on Twitter, by survey, or via our website. We always welcome suggestions on how we can improve our services and keep them relevant to you.
