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Customer Service : Welcome

We are committed to providing high-quality customer service delivered in partnership with you.  We provide expert staff, inspiring spaces for learning, and a vast and rich collection of digital and printed resources and Special Collections across a variety of sites. Our user charter below shares what we offer and what we ask in return whilst you are using the Library. 

At the University of Southampton Library, we are committed to continuously improving the experience of our Library Users and putting you at the heart of everything we do.  We are proud that in December 2023 we achieved Customer Service Excellence (CSE) accreditation.  

The Customer Service Excellence framework was developed by the Government with a view to improving customer focused services. In order to achieve the standard we were assessed on our services with particular focus on delivery, timeliness, information, professionalism and staff attitude. Emphasis is placed on developing customer insight, understanding the users' experiences and measuring service satisfaction. The award requires an ongoing review, carried out on an annual basis, ensuring that we remain open to change and responsive to the needs of students and staff. 

Further information on the CSE standard can be found on the CSE website