For over 15 years, Northumbria University’s Student, Library and Academic Services (SLAS) has embedded the Customer Service Excellence (CSE) Standard into every aspect of student life. From creative feedback methods like “love letters and break-up letters” to impactful journey mapping, their commitment to putting customers first has transformed both services and staff culture. Discover how their collaborative, multi-service approach continues to drive innovation, pride, and outstanding student experiences.

North Wales Housing Association set out to raise the bar for customer experience — and with the Customer Service Excellence Standard, they’ve done just that. Discover how this committed team built a culture of accountability, inclusivity, and continuous improvement while enhancing resident engagement and empowering staff at every level.

Birmingham City University Library and Learning Resources (L&LR) has undergone a transformative shift, from a transactional service to one that proudly upholds the highest standards of customer service. With a focus on continuous improvement, L&LR’s achievement of the Customer Service Excellence (CSE) standard has significantly enhanced the student experience, as reflected in top satisfaction scores and valuable customer feedback.

We need to find a standard for our service delivery in which puts our students at the heart of our main service. It is also an opportunity to get feedback from someone outside the organisation to look at our service as a whole and determine our strengths, weakness and improvements that can be made.