LSBU banner

LSBU recognised for excellence in customer service

LSBU’s Accommodation Service, Library and Learning Resources, Student Life Centre and Academy of Sport achieve ServiceMark standard from Institute of Customer Service
19 May 2016

London South Bank University (LSBU) has received four prestigious Institute of Customer Service (ICS) ServiceMark accreditations in recognition of the excellent customer service we provide for Accommodation Services, Library and Learning Resources, Student Life Centre and the Academy of Sport.

Institute of Customer Service ServiceMark logo
ICS is the leading body for customer service in the UK and the ServiceMark accreditation is a national standard that recognises achievement and best practice in customer service.

In an audit of LSBU’s customer service, the University scored more than five points above average for the education and research sector. LSBU is also currently the only UK university to hold four ServiceMark accreditations.

Users of LSBU’s Library and Learning Resources endorsed the team’s speedy service and professional handling of enquiries, with users of LSBU’s Accommodation Service similarly praising the ease with which they were able to find information. The Academy of Sport gained a ‘world-class’ service rating, achieving a ServCheck score of 88.28.

A survey by over 1,000 users on LSBU services also revealed that the university measures considerable higher than the average for the public sector on measures of professionalism, friendliness, efficiency and quality.

Ian Mehrtens, Chief Operating Officer at LSBU, commented:

“At LSBU we are focused on giving students a maximum value university experience.

“This means matching our commitment to providing high-quality teaching, and applying it across the student experience as a whole.

“The receipt of four accreditations from the Institute of Customer Service is a testament to the hard work and dedication we are putting into this area and across the entire university. And it’s brilliant to know that students are benefitting from the academic and pastoral support available to them.

“We will now be working hard to implement the ideas and improvements generated from the ICS surveys in order to further improve our services and to instil confidence in our community that they will continue to receive the very best experience while at LSBU.”

Find out more about customer service at LSBU.