Customer Services: Regulations, Standards & Performance

The Lanchester Library aims to be a welcoming, accessible, and supportive service providing our customers with the resources they need to succeed. Our core values inform this approach. We aim to be:

• Customer-focussed
• Inclusive
• Ethically and socially responsible
• Innovative
• Always learning

Our Customer Service Charter sets out our commitment to provide excellent customer service and sets out what you can expect from us. However, if something does go wrong and you feel we have not met our standards and wish to complain, you will also find our complaints procedure below.

The Lanchester Library holds Customer Service Excellence accreditation. Each year we undergo independent external assessment against the 57 requirements of the standard. These cover the following key areas:

• Customer Insight
• The Culture of the Organisation
• Information and Access
• Delivery
• Timeliness and Quality

We are have compliance in every category and are particularly strong and hold 'compliance plus' status in the following five categories:

• Strategies for engaging and involving customers using a range of methods appropriate to the needs of the identified group.
• We regularly review our strategies and opportunities for consulting and engaging with customers to ensure that the methods used are effective and provide reliable and representative results.
• We have made positive changes to services as a result of analysing customer experience, including improved customer journeys.
• There is corporate commitment to putting the customer at the heart of service delivery and leaders in our organisation actively support this and advocate for customers.
• We can demonstrate how customer facing staff insights, and experiences are incorporated into internal processes, policy development and service planning.
• We have made arrangements with other providers and partners to offer and supply coordinated services, and these arrangements have demonstrable benefits for our customers.
• We interact within wider communities and we can demonstrate the ways in which we support those communities.
• We have developed and learned from best practice identified from within and outside our organisation, and we publish our examples externally where appropriate.

We also measure our performance against a set of Key Performance Indicators. The latest results for these are in the document below. key Library statistics can also be found below.

If you have any comments about our services please do let us know. You can post physical comments via our Tell Us forms at the Welcome Desk, or feedback to us via LibAnswers, use the chat widget on Locate or direct to Kirsty Kift, Assistant Director (Customer Experience and Service Innovation).