Library Services Celebrates
Library Services receives Customer Service Excellence quality mark
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On Wednesday 28 January 2026, Library Services hosted an event to celebrate being awarded the prestigious Customer Service Excellence (CSE) quality mark in September 2025. Staff distributed branded cupcakes at all three library locations and received a wealth of positive feedback from students about the library spaces and services.
One 3rd year Medical Sciences student stated: ‘The Calm Zone [at Mile End Library] is a good edition to the Library. It’s an in-between space of study and relaxation.’ Another 3rd year Biochemical Science student commented that ‘it’s nice having the 3rd Floor [of Mile End Library] silent for exams.’ A student at Whitechapel Library exclaimed ‘Wow, the library are pulling out all the stops this year.’
What is the Customer Service Excellence quality mark?
Customer Service Excellence is a nationally recognised quality mark awarded to organisations that demonstrate a strong and genuine commitment to customer-focused service. Compliance with the Standard is assessed through a rigorous independent evaluation, which includes a review of submitted evidence, a site visit, and interviews with both staff and customers, to determine whether the required criteria are met.
The 2025 Assessment Report stated:
“The mantra ‘students are at the heart of everything we do’ is clearly evident within Library Services. Team members are highly motivated and consistently seek to enhance the student experience through their contributions.”
Where do we go from here?
Maintaining the Customer Service Excellence Standard requires continuous annual evaluation, ongoing improvement, and regular visits from an external assessor. Library Services remains fully committed to enhancing our customer service to retain the quality mark. The assessor has identified key areas for development and actions for the coming year, which will guide our continued improvement. It, therefore, goes without saying that Library Services remains firmly committed to keeping students at the heart of everything we do.