Carlisle Brass – Customer Service Excellence Case Study
Carlisle Brass Ltd improved service delivery, team engagement, and stakeholder trust using the Customer Service Excellence Standard.
learning from experience
Carlisle Brass Ltd improved service delivery, team engagement, and stakeholder trust using the Customer Service Excellence Standard.
This case study explores how LSBU Active achieved the Customer Service Excellence Standard. By using the CSE framework, they improved communication, responsiveness, and customer involvement. The process boosted staff pride, strengthened reputation, and created opportunities for growth, supported by professional assessment from Assessment Services.
NHS Staffordshire & Stoke-on-Trent Integrated Care System has earned the One Planet Standard, recognising its commitment to embedding climate change and sustainability measures into daily operations. From aligning with the Health and Care Act 2022 to identifying cost savings through greener supply chains, this achievement reflects leadership in environmental responsibility across the NHS and beyond.
Cornwall Council’s Family Information Service shares how achieving the Families First Quality Award sparked new outreach initiatives, boosted family engagement, and helped elevate their quality and visibility across the region.
Portland Academy, part of the Ascent Academies Trust, shares how they aligned with the Families First Quality Award to strengthen family engagement and embed continuous improvement across the organisation.
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.
At Axil, customer excellence isn’t just a strategy; it’s embedded in our culture and championed by every individual, from senior leadership to on-site operatives. As one of the UK’s leading total waste management specialists, we provide tailored waste solutions across critical sectors, including automotive, food, and pharmaceuticals. From the very start of our partnerships, we emphasise that maintaining and exceeding customer service standards is everyone’s responsibility, ensuring long-term relationships are developed, strengthened, and retained.