Customer service

We have four prestigious ICS ServiceMark accreditations, in recognition of our excellent customer service for students and staff

We're the only UK university that holds four prestigious Institute of Customer Service (ICS) ServiceMark accreditations for our accommodation servicelibrary and learning resourcesStudent Life Centre and Academy of Sport.

The ServiceMark accreditation is a national standard that recognises achievement and best practice in customer service. It's awarded following customer satisfaction feedback, self-assessment and site visits by independent assessors.

Over 1000 of our students and staff completed benchmarking surveys to tell us about the service they 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 at the 'World Class Service' level.

Our membership of the ICS helps us share with and learn from the experiences of its 500-plus members in improving customer service.

We use the ICS’ business benchmarking surveys to see how well we perform in the UK Customer Service Index, not just within our sector (public services) but against the best, including John Lewis, Amazon and M&S, amongst others.

We'll continue to develop our customer service strategy to deliver the best experience possible to students.

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