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 -

Customer Charter

IT and Digital Services aims to provide an excellent customer experience, using feedback to drive customer focused change and putting the customer at the heart of everything we do. This customer charter informs you as our customers, what standard of service you should expect when dealing with IT and Digital Services.

Our commitment to you:

Communicate with you professionally, in a timely manner and in a way that suits you:

We aim to:

  • Answer all telephone calls to the Service Desk within 30 seconds during Service Desk opening hours.
  • Offer face to face, email, phone and self-service support.
  • Pass any email communications sent to the Service Desk to the appropriate support team within 3 working hours. (Contacting us via our self-service portal is often quicker).
  • Provide out of hours support for any emergency incidents.
  • Keep you updated at all stages of your enquiry through to resolution.
  • Contact you within our specified response and resolution times.
  • Complete at least 92% of incidents within our Service Level Agreements.
  • Follow our documented processes to achieve the best outcome.

Treat you with the highest level of professionalism, dignity and respect:

We aim to:

  • Interact with you in line with the FX Plus values and behaviours and the dignity and respect policy.
  • Listen to your feedback and use this to drive customer focused change.
  • Put you, our customer at the heart of everything we do.

Provide you with helpful and relevant information:

We aim to:

  • Provide you with correct and accurate information at the right time.
  • Ensure that any published information about our service is correct and up to date.
  • Use jargon free language.
  • Provide useful information, FAQ’s, and step by step guidance to help you resolve any query you might have as quickly as possible.

You can help us by:

  • Following the correct procedure for logging an Incident or Service Request.
  • Providing clear and accurate information when logging an incident or Service Request.
  • Letting us know if our services do not meet the standards you expect.
  • Being respectful in your interactions with our staff, in line with the dignity and respect policy.
  • Providing feedback - We welcome all feedback, both positive and negative in order to continually improve our services and drive customer focused change.


We take all expressions of dissatisfaction very seriously. We hope that any problem that may occur for any of our customers can be dealt with quickly, efficiently, and informally.

However, if for any reason our service has not met your expectation, you can make a complaint by completing our complaints form.


We always strive to deliver the highest level of customer service to all of our users, your feedback is vital to us being able to achieve this.

We value your opinions and welcome all feedback (positive or negative).

We review the feedback on a monthly basis and provide responses which are then published on the appropriate channels.  All published information is anonymised.

If you would like to leave feedback about any aspect of our IT Service, please complete the IT and Digital Feedback Form. 

Contact Us:

If you would like to talk to us about any element of IT & Digital Services, please contact the Service Desk. 

22 April 2021

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