Customer Service Excellence

Give us your Feedback

Learning Services are committed to continuously improving our facilities and services; one of the ways we do this is by listening to your comments and suggestions.

You can fill in a 'comments and suggestions' form at any University Library, or online.

Once you have submitted your feedback your comment will be discussed by the relevant managers, and also discussed at a termly help desk meeting.  You will receive a response within 7 working days.

If you have received a response via the Comments and Suggestions service and wish to take your matter further, please contact the member of staff named in your response.

If you still cannot resolve the matter satisfactorily and wish to make a formal complaint, please fill in a form available from:

• Your Faculty office
• Student Information Desk, Student Information Centre, Ormskirk
• Students' Union

This can be submitted in the Student Information Centre.

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Alternatively forms can be downloaded here. Please send completed forms to:

Customer Service Excellence

Our Mission Statement:

Learning Services’ purpose is to support learning and to develop a responsive learning environment for all, through services and facilities, research and development, information and support.

We are committed to achieving our mission through:

• Providing a service that is customer focussed, professional and responsive to your feedback
• Treating all of our customers with courtesy, respect and consideration
• Providing a wide range of services and facilities to support the diversity of our customer needs
• Staff that are friendly and approachable in their customer care, informed and professional in the service they deliver
• Providing access to up-to-date resources, in a variety of formats, that are appropriate to curriculum needs
• Close consultation with Edge Hill’s faculties and departments
• Working in partnership with our external stakeholders
• A continuous programme of investment into our staff, buildings, equipment and resources

Learning Services were awarded the Customer Service Excellence award in November 2009. This is an award issued by the government which recognises excellence in customer care.  

Our Service Standards

Our Standards set out the current level of service students and staff can expect in key areas of Learning Services activities. Our performance against these standards will be reviewed annually, and the results published.

They include a commitment to:

• Make 97% of library stock items available within 24 hours of their return, and to shelve them within 48 hours (on working days)
• Satisfy 93.5% of telephone calls made to the Learning Services Help Line at the first point of contact
• Ensure all new staff and students are offered an induction into Learning Services provision and how to access the technologies needed to support teaching and learning.
• Respond to any ‘Comments and Suggestions’ within 7 working days.
• Service Standards 2011/2012 [PDF]

Learning Services have a number of Service Standards that we aim to achieve. These standards monitor quality, timeliness and access to facilities and services. View our performance against our 10/11 standards

The standards are reviewed on an annual basis. If you would like to provide any feedback on the standards, or would like more information about how we maintain and monitor the standards, please email Helen Jamieson

We continually monitor, evaluate and review our services and welcome feedback from our customers. Please let us know about your experience of the services we provide:

• Complete a ‘Comments and Suggestions’ form, available at any University Library help desk, or online at the web address above.
• Contact a member of staff in person at any Learning Services help desk, email: lsdesk@edgehill.ac.uk, or call 01695 584286

Customer Services Policy

Help us to help you

Our customer service policy outlines how we can work in partnership with our customers to maintain a learning environment that is beneficial to all. You have an important part to play in helping us achieve that goal.

• Customer Services Policy [PDF]

Consultation

Consultation is the process of finding out what those with an interest in the delivery of services think of those services, and how they think they should develop. To deliver the best possible facilities, services and resources, Learning Services seeks to understand the needs and experiences of all our customers. We do this using a number of methods:

• Comments and suggestions scheme
• Surveys
• Focus groups
• Exit polls and more!

In April and May 2010, 705 customers took part in our '60 Second Survey' [PDF] - some of the 'key results' can be found in this flyer. For a copy of the full report email lsdesk@edgehill.ac.uk.