London South Bank University – LSBU Active: Customer Service Excellence Case Study
Why did LSBU Active wish to achieve the Customer Service Excellence Standard?
At LSBU Active, we are committed to embedding continuous improvement in everything we do. Having previously engaged with a range of external benchmarking frameworks, we recognised that working towards the Customer Service Excellence (CSE) Standard would provide a structured opportunity to further refine our customer-facing processes and services. Importantly, we saw CSE as a means of strengthening our reputation while ensuring our customers consistently receive the highest quality of service and experience.
What approach did LSBU Active take to achieving the Standard?
We began our journey with a comprehensive mapping exercise using the CSE Self-Assessment Tool, which helped us to shape a clear and practical action plan. Building on our experience with previous assessments, we worked collaboratively across the department to identify strengths and areas for development.
The wider CSE network was invaluable, hearing from peers who had successfully achieved the standard gave us both reassurance and inspiration. We also engaged with colleagues across the University who had experience of CSE assessments, which helped us prepare thoroughly and develop a confident, team-wide approach.
What was the impact and benefits of working with the Customer Service Excellence Standard?
Achieving the Customer Service Excellence Standard has had a truly positive impact on LSBU Active. The process has reinforced our commitment to placing customers at the heart of everything we do, ensuring that we not only listen but actively involve them in shaping our services.
For our customers, this has translated into clearer communication, more responsive services, and a stronger sense of partnership in service improvement. For our team, the award has provided recognition of their dedication and a renewed sense of pride in the work they deliver. Beyond this, the achievement has elevated our department’s reputation across the University and the wider community, creating opportunities for new collaborations and growth.
How has LSBU Active used the assessment feedback?
The detailed feedback we received was invaluable. The Areas for Continuous Improvement identified in the report have been integrated into our ongoing improvement plan, giving us a clear framework to build on our success. In particular, the recommendations have helped us enhance the way we evidence and communicate the impact of our services for both customers and the wider community.
Equally important was the recognition of our strengths. Having these highlighted by an external assessor gave the team confidence that our customer-first approach is not only effective but worthy of external commendation.
Why did LSBU Active choose Assessment Services as their assessment body?
We selected Assessment Services following strong recommendations from previous clients who highlighted their professionalism, supportive approach, and the ease of working with them. Our experience echoed this feedback, the assessors provided guidance and clarity throughout the process, helping us feel fully supported on our journey to achieving the CSE Standard.
