Student Services, Customer Service Excellence award, University of BoltonThe university’s Student Services, Student Experience, Careers Service and Library have achieved the Customer Service Excellence (CSE) standard. The Centre for Assessment (CFA), which carried out the review, was particularly impressed with the following elements:

  • The university’s extensive promotion and use of mental health and wellbeing support, together with the use of an Early Alerts and Interventions dashboard to identify students at risk of attrition, poor academic performance and social isolation
  • The approach to measuring customer satisfaction by the Library whereby importance, as well as satisfaction, is established against each service attribute
  • A sophisticated system which automatically produces an action plan for each new student upon completion of a diagnostic questionnaire.

The CFA said it was also impressed with the level of the services’ customer insight, the accessibility of services and the focus on putting customers at the heart of the services’ delivery. It said there was strong consultation and a commitment of action to make improvements following feedback.

The CFA added that it “was satisfied beyond any doubt that University of Bolton – Student Services, Student Experience, Careers Service and Library – meets the requirements of Customer Service Excellence. The assessor would like to congratulate all the staff on their achievement.”

Beverley Knights, the University of Bolton’s Head of Student Services and Library, said she was delighted with the outcome of the review.

She added: “This is a tremendous achievement and it is lovely that the teams who all work so hard to put our customers first have been recognised for their hard work. At the University of Bolton, we are committed to putting our customers – the students – at the heart of everything we do to ensure they have the best possible experience while they are here.”

The CSE is a nationally-recognised quality mark designed to identify best practice and drive change focused on customers.

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