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.
Should our net‑zero ambitions pause in the face of external pressures—or double down? Governance leaders at GGI‑sponsored webinar argue for steadfast commitment: treating sustainability not as a cost centre but as a moral and strategic imperative—underpinned by frameworks like the One Planet Standard.
Shaw Trust has made history by becoming the first organisation to achieve the newly launched Supply Chain Partnership Standard, setting an impressive benchmark with an ‘Outstanding’ rating.
Join us on Wednesday, 9 July 2025 from 08:30 to 09:30 for a thought‑provoking webinar exploring the tension between rolling back and doubling down on net‑zero commitments.
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.