University of Exeter
Falmouth University College

Service Excellence

We are passionate about service excellence within the IT and Digital Directorate and we strive to put the customer at the heart of everything we do. By listening to, and reviewing feedback about our services and identifying necessary service improvement programs, we help to drive a culture of service excellence and innovation.  We promote customer centric behaviours by putting the customer at the heart of all directorate planning and delivery activities, working with the Directorate's senior management team to realise continual service improvement.

Customer Service Excellence Standard 

The IT and Digital Directorate are currently working towards the Customer Service Excellence Standard. This is a Government quality standard for customer focused organisations. It was launched by the cabinet office in 2008 to recognise organisations who put the customer at the heart of everything they do. It is a mark of quality in the sphere of customer care, evaluating all aspects of the customer journey.

The CSE standard is based on a rigorous assessment of 57 elements grouped into 5 criteria: Culture of the organisation, Information and Access, Delivery, Timeliness and Quality of Service.

There are many benefits in working towards achieving the customer service excellence standard, we see this an opportunity for self-reflection within the directorate and it allows us to showcase positive examples of best practice. Working towards the standard helps to transform good customer service into excellent customer service and therefore increase overall customer satisfaction and drive continual service improvement.

If you would like to know more about the work we are doing to meet the Customer Service Excellence Standard, please contact Gemma Prisk -