1. Customer Service Excellence Standard – 10 years of Impact and Value Helen Loughran, Libraries and Learning Innovation, Leeds Metropolitan University

2. 28,000 students 3,000 staff

3. Libraries and Learning Innovation 2 campus libraries 24/7/365 opening 2,100 study spaces University IT provision 1.5 million visits a year 400,000 books / journals Virtual Learning Environment 95 FTE staff

4. Libraries and Learning Innovation and CSE Achieved Charter Mark December 2001 Achieved CSE February 2009 Reaccredited 2012 with full compliance and 7 compliance pluses University CSE by 2015

5. Costs Involved Staffing Project costs Cultural change Assessor Assessment event

6. Impact and Value Student Experience

7. Enhanced Services

8. Student Experience “others think they listen but they don’t – you actually listen and act upon what you hear” SU President

9. Student Experience Spend on info per FTE Library floor space per FTE NSS = 84% ISB = 91%

10. LLI Staff Experience “I am really happy that I have been able to give a little contribution to the good functioning of the team and to the delivery of the excellent customer service provided. I really enjoyed myself working there and I must say that I learnt a lot in terms of good practices and customer care over the years.”

11. Staff Experience 2011 Staff Survey

12. Enhanced Profile - Internally “John Lewis would be envious I'm sure” “hugely important for our day-to-day support for our students” “reflects all the excellent work you do” (comments from senior university managers following reaccreditation)

13. Enhanced Profile - Externally

14. Impact and Value Student Experience CSE

15. More Information Helen Loughran: h.loughran@leedsmet.ac.uk JISCmail list: CSE-STANDARD Networking Day: Tues 11 th Sept De Montfort