Service Standards

Information about the our Customer Charter and Service Standards.

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Customer Service Excellence Logo
The CRC was awarded Customer Service Excellence in October 2019.

Customer Charter

Customer Focus

  • We will provide a friendly, positive and professional communication.
  • We are committed to meeting your needs to the highest possible standard.
  • You will be presented with a pleasant, welcoming environment when you arrive.
  • We will hold your personal information in the strictest confidence.

Always Improving

  • We welcome all feedback, concerns and suggestions and use these within our development of our services.
  • We always examine ways to improve the service we provide and rectify any mistakes so they do not happen again.

What we ask of you

  • You show courtesy to our staff and other users.
  • Help us protect our collections by following the Reading Room Regulations.
  • Help us to improve by giving us your views and suggestions.

Service Standards

  • Email enquiries receive an acknowledgment response within 1 working day.
  • 85% of enquiries receive a full response within 20 working days.
  • 85% of Digital Imaging orders are complete within 20 working days of payment.
  • 85% of requests for collection-based seminars are accommodated.

Results

Standard 2022/23 2021/22 2020/21 2019/20
1. Email enquiries receive an acknowledgment response within 1 working day. 100% 100% 100% 100%
2. 85% of enquiries receive a full response within 20 working days. TBC 96% 85% 94.5%
3. 85% of Digital Imaging orders are complete within 20 working days of payment. N/A N/A N/A 74%
4. 85% of requests for collection-based seminars are accommodated. 100% 100% N/A 100%
5. We will provide a friendly, positive and professional service. 100% 100% 100% 100%
6. We are committed to meeting your needs to the highest possible standard. 100% 100% 100% 100%
7. You will be presented with a pleasant, welcoming environment when you arrive. 100% 100% 100% 99%

 

 

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Success Measures

We will provide a friendly, positive and professional service.

>85% of responses select ‘Satisfied’ or ‘Strongly Satisfied’ in CRC surveys relating to ‘Availability of our staff’, ‘Attitude of staff’

We are committed to meeting your needs to the highest possible standard.

>85% of responses select ‘Satisfied’ or ‘Strongly Satisfied’ in CRC surveys relating to ‘Quality of staff’s advice’

You will be presented with a pleasant, welcoming environment when you arrive.

>85% of responses select ‘Satisfied’ or ‘Strongly Satisfied’ in CRC surveys relating to access and facilities.

We will hold your personal information in the strictest confidence.

GDPR Privacy Notices and retention schedules.

We welcome all feedback, concerns and suggestions and use these within our development of our services.

We enable users to provide feedback and comments, or to make complaints, in the following ways: in person (including feedback forms) or online (Link to Online Feedback Form here).

We always examine ways to improve the service we provide and rectify any mistakes so they do not happen again.

We will provide information to users about improvements made in response to their feedback or complaints; an Equality Impact Assessment will be carried out for all service changes.

Email enquiries receive an acknowledgment response within 1 working day.

In April 2019 the CRC enquiries system moved to Unidesk, ensuring that all enquiries receive an automated response with information that may be of use.

85% of enquiries receive a full response within 20 working days.

Quarterly reporting through Unidesk will provide details of the rate of success, with annual results published online.

85% of Digital Imaging orders are complete within 20 working days of payment.

A sample of turnaround times over a period of three months each year will be measured against this element.

85% of requests for collection-based seminars are accommodated.

Quarterly reporting through Unidesk will provide details of the rate of success, with annual results published online.