Library team earns 17 national commendations for customer service excellence
The University of Bradford’s J B Priestley Library has secured the strongest service‑quality results in its history, gaining 17 Compliance Plus commendations in its most recent national Customer Service Excellence (CSE) assessment.
It also retained full compliance across all 57 elements of the standard CSE awards criteria. It remains the University’s only CSE‑accredited service, with the assessor highlighting a culture where delivering excellent customer experience is treated “as a passion.”
Interim Chief Librarian, Angela Davies, said: “Gaining this accreditation gives us an external benchmark that sharpens reflection and improvement, ensuring our support genuinely meets all library users’ needs. This result reflects a collective effort across the entire team in a year of significant change.”
The assessment tested performance through a tour of the building, customer interviews and an extensive review of service evidence. Previous commendations were retained and six new ones added, recognising areas where staff consistently exceed national expectations for customer support.
Outstanding result
Interim Vice-Chancellor, Professor Nick Braisby, said: “This is an outstanding result for the University and a clear demonstration of what exceptional, student‑centred service looks like in practice. The library team has shown how a commitment to continuous improvement – grounded in evidence, external benchmarking and deep customer insight – directly enhances the experience of our students and researchers.
“Achievements like this play an essential role in strengthening the wider learning environment and moving the University forward. I want to express my sincere thanks to every member of the team for their professionalism, dedication and impact.”
Director of the Doctoral College, Eva Kipnis, said: “This success highlights the strength of support the library provides to all. We look forward to celebrating this achievement with all users.”
National benchmark
Kirsty Carver, Head of Library Services, said: "This CSE award reflects the creative and innovative ways we gather feedback and engage with everyone who utilises the library services in our university."
The accreditation gives the library a nationally recognised benchmark that strengthens the services offered across study spaces and resources, academic support and community activities.
The result also provides a platform for further development, supporting the team’s ongoing efforts to refine customer insight and expand the ways all users experience the service.
Some of the services offered by the library include:
- Joining up with other libraries in Bradford for the City of Culture 2025 to create a Living Library, providing an opportunity for people to listen to incredible, inspiring stories.
- Funding to replace the library management system to improve customer service.
- A Study Hub which students helped design based on their needs.
High praise
Raizana Razeen, President for Education Student Union, said: "On behalf of the student body and Student Union. I want to extend a massive congratulations to the Library team for achieving the Customer Service Excellence award. As your Education President, I meet with the library leadership fortnightly to ensure your voices are heard at the highest level.
"These meetings serve as more than just a regular briefing; they are a dedicated forum for proactive advocacy, where we work together to resolve complex challenges and enhance academic support services - from enhancing study spaces to diversifying our resources. It’s incredibly rewarding to work with a team that doesn't just listen to student feedback but actively uses it to evolve. This award is a well-deserved recognition of their dedication to making the library a welcoming, high-standard hub for every student at Bradford."
Students First
This achievement shows how teams use independent standards to drive improvement, deepen customer insight and enhance the support students experience every day. It provides a model of service excellence that shapes the wider student environment, reinforces the University’s commitment to high‑quality user‑focused provision and highlights the professionalism of the staff who deliver it.