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Customer service

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We are focused on giving students a university experience of maximum value

London South Bank University (LSBU) has become a member of the Institute of Customer Service (ICS). It will work in partnership with the ICS to achieve customer service standard accreditations across the University.

Institute of Customer Service Member logo
The ICS is the independent membership body for customer service in the UK, with more than 500 organisational members. They provide a framework for members to share and learn from each other’s experiences in improving customer service.

LSBU uses their UKCSI Business Benchmarking surveys to see how well we perform in the UK Customer Service Index (UK CSI) not just within our sector (Public Services) but how we do against the best e.g. John Lewis, Amazon, M&S etc.

ServiceMark accreditations

Institute of Customer Service ServiceMark logo
LSBU has received four prestigious ICS ServiceMark accreditations, in recognition of our provision of excellent customer service for students and staff alike.

The ServiceMark accreditation is a national standard that recognises achievement and best practice in customer service. It is awarded following customer satisfaction feedback, self-assessment and also independent assessment over a number of site visits.

LSBU is the only UK university that currently holds four ServiceMark accreditations, received for the university’s Accommodation Service, Library and Learning Resources, Student Life Centre and the Academy of Sport.

Over 1000 students and staff have completed the benchmarking surveys to tell us about the service they've received in these areas.

The scores were considerably higher than the average for both the public and private sector, with a combined benchmark that sits comfortably at the 'World Class Service' level.

This result continues to showcase LSBU’s commitment to deliver the best experience possible to students, as we continue to develop our Customer Service Strategy to gain further insight into both our internal and external customers and drive continuous improvement.

Contact details

For further information on LSBU’s Customer Services strategy please contact Ed Spacey, Head of HR Business Services.

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