The University of Edinburgh – Customer Service Excellence

Criterion No. Criterion Description Commentary EvidenceCriterion 1: Customer Insight1.1 Customer Identification1.1.1 We have an in-depth understanding of the characteristics of our

current and potential customer groups based on recent and reliable information.

(Guidance) A profile of the organisation's main customer groups and their

characteristics. Details of how these groups were segmented and classified. Details on the frequency and reliability of the research to identify

customer groups.

Don’t forget this also refers to potential customers... you need to show you have evidence that relates to those… NH

The University's Governance and Strategic Planning produce a range of core statistics, calculated ratios/indicators, and more complex analyses, for use in informing management decisions across the University. Quality enhancement @ http://www.bsc.isg.ed.ac.uk/

Help Services is informed of its customer groups by information produced by the University which gives a detailed breakdown of students and staff, on an annual basis, that is defined by:

gender declared disability ethnicity (or is this domicile grouping) age on entry.

This information is available from the Equality and Diversity Monitoring and Research Committee papers on the University web pages. In addition to meeting the statutory requirements, it is intended that the preparation and publication of Equality Outcomes will help the University to ensure the right issues are being addressed; make better, fairer decisions; become more transparent and accountable in relation to action to advance equality; and achieve tangible benefits for its community.

Helpdesks customer groups are: Applicants Edinburgh University staff, students and academics:

o Undergraduateso Taught Postgraduateso Research Postgraduates

Staff and Students from other Universities NHS Lothian Staff Graduates of the University: Alumni OLL (Office of Lifelong Learning) Other Access agreements:

o LEAPS (Lothians Equal Access Programme for Schools)o School Studentso Associationso Institutionso Societieso Members of the Scottish Parliamento ELTC (English Language Teaching Centre) Studentso Corporate member is also available.

Online Distance Learners Visitors Potential Customers – As one of the world’s top leading Universities, we are

ranked 15th in the world of graduate employability*; nearly 95% of our graduates go into employment or further study; 96% of our departments produce world-leading research**; 80% of our students graduate with either 1st or 2:1 award in their degrees; Edinburgh is regularly voted as one of the world’s most desirable place to live***.

Helpdesk have access to University systems that inform them on customers/customer groups:

Library Management System : Voyager Library Management System Patron Statistical Categories (For all classifications of Library borrowers)

Web Page: UofE Governance and Strategic Planning Student Factsheet Studenthttp://www.docs.sasg.ed.ac.uk/gasp/factsheet/StudentFactsheet310712.pdf

Web Page: UofE EQUALITY AND DIVERSITY MONITORING AND RESEARCH COMMITTEE (EDMARC) 2012-13: http://www.ed.ac.uk/schools-departments/equality-diversity/monitoring-statistics/edmarc

Document #: access for Visitors (Paper F).Invest in Your Future http://www.ed.ac.uk/studying/undergraduate/edinburgh/invest*QS World University Ranking 2011/12** UK Research Assessment Exercise 2008*** YouGov (2009)

Potential customers to the University is promoted through the widening participation programmes/projects of the University. Our staff participate in giving talks to LEAPS/OLL and Access students that informs them about the library, how it works and how they can get the best out of using the library resources. Our staff present a professional, friendly and welcoming face to the Library environment.Evidence of appreciation of these sessions – attach document about this.

The University of Edinburgh – Customer Service Excellence

Evidence collected by Help Managers/Duty Librarian and CSE Champions: - May/June/July 2013