Case Study

Why did you wish to achieve the Customer Service Excellence Standard? We were initially made aware of the Customer Service Excellence (CSE) Standard by Simon Wright, Academic Registrar and the head of Cardiff University’s Academic and Student Support Services (AcSSS). Another department within the service (Libraries) was already taking part and we were encouraged to get involved to interrogate all aspects of our customer service and explore ways to continuously improve standards. We are now in our fifth year of

Why did you wish to achieve the Customer Service Excellence Standard? We were already aware that we delivered great CS but we wanted to formalise this quality, publicise our standards more widely to build the business and to have a benchmark by which to measure our service so that we continually assess and improve/maintain our high level of CS. The Approach to achieving the Standard As Business Development Manager, I led the assessment as a project. After initial discussions with

Why did you wish to achieve the Customer Service Excellence Standard? Our company values are 100% Safe, Right First Time, Complete On-Time, Develop Our People and Community Focus. As an award-winning company for H&S and Social Value, we also wanted to showcase our customer service standards in line with Right First Time and Complete On-Time and benchmark ourselves against the gold standard in this area. The Customer Service Excellence Standard was the perfect framework to achieve this. The Approach to

NTU – Student Services Centre Case Study The Student Services Centre (SSC) at Nottingham Trent University (NTU) is the one-stop shop for general enquiries and gateway to Student Support Services. We have SSC Advisers at all three campuses, who can provide card services, enrolment support, information and guidance on all student matters. We refer and direct students to specialist support services including Health & Wellbeing, Disability Support, Financial Support and International Student Support. With commitment to delivering high-quality services to

Goldsmiths, University of London Case Study The Student Experience Directorate at Goldsmiths, University of London has been working with Excellence Squared / Assessment Services for the last three years. We have been very impressed with the service and support that they have been able to offer us, from initial advice and guidance, a thorough pre-assessment process and regular catch up meetings right through to the on-site assessment stages of the accreditations that we eventually gained. We undertook two awards simultaneously,