Hello-

We are Charter Mark holders and were very recently assessed under the "Rolling programme/preparation visit" in view of the introduction of the Customer Service Excellence standard.

Following this assessment we are now wondering whether the new CSE standard is the right quality assurance standard for us in ensuring high standards of customer service.  We have a number of reservations about it!

Are any other library services using different  quality assurance assessment schemes?  If so, what schemes are they and why did you choose them? If you have been assessed under the scheme, how did you find the experience?

If you are continuing with Charter mark/ Customer Service Excellence , I should also like to hear about your experience of the assessment process, and any comments you might like to make about this.

All responses will be treated in confidence.

Thank you for your help.

Ros Willis-Fear

Principal Librarian
Customer Services, Staff Development and Central
T: 020 8708 2437

Email: [log in to unmask]





LONDON BOROUGH OF REDBRIDGE DISCLAIMER

This e-mail contains proprietary confidential information some or all of which may be legally privileged and/or subject to the provisions of privacy legislation. It is intended solely for the addressee. 

If you are not the intended recipient, an addressing or transmission error has misdirected this e-mail; you must not use, disclose, copy, print or disseminate the information contained within this e-mail.

Please notify the author immediately by replying to this e-mail. Any views expressed in this e-mail are those of the individual sender, except where the sender specifically states these to be the views of the London Borough of Redbridge.

This e-mail has been scanned for all viruses and all reasonable precautions have been taken to ensure that no viruses are present. 

The London Borough of Redbridge cannot accept responsibility for any loss or damage arising from the use of this e-mail or attachments.