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Success with Another Year of Customer Service Excellence

6 December 2017

CPD Unit

The CPD Unit is delighted to retain the Customer Service Excellence Standard, having just successfully passed their first Annual Review.  Comprising of 57 elements, the Standard is a comprehensive assessment; to achieve it requires a whole-team commitment to delivering excellent customer service and embracing continuous improvement.

The Annual Review involved a desk-based assessment of prior submitted evidence, plus a full day of interviews with the team as well as with a group of customers and partners. The external assessor, Neil Potentier, focused his questions around the five key topic areas within the Standard: ‘Customer Insight’, ‘The Culture of the Organisation’, ‘Information and Access’, ‘Delivery’, and ‘Timeliness and Quality of Service’.

Neil commented on the team’s momentum and their demonstrable commitment to the Standard, as showcased through customer feedback. He awarded full compliance across all 57 elements of the Standard, including two areas of ‘Compliance Plus’.

The Customer Service Excellence Standard, backed by the Cabinet Office, recognises organisations that truly put their customers at the heart of what they do. The CPD Unit has found the framework to be extremely useful in identifying areas of success as well as gaps in service provision. Through sharing best practice with other departments across Cardiff University, and externally, the CPD Unit has been able to improve its service provision year on year.

So what service improvements can customers look forward to in 2018? Neil recommends that the team become more directly involved with initiatives and activities which engage with and benefit wider communities. If you’ve got some ideas of how we can help then we’d love to hear from you.

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