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Carlisle Brass – Customer Service Excellence Case Study

Carlisle Brass Ltd improved service delivery, team engagement, and stakeholder trust using the Customer Service Excellence Standard.

Customer Service Excellence: LSBU Active Case Study

This case study explores how LSBU Active achieved the Customer Service Excellence Standard. By using the CSE framework, they improved communication, responsiveness, and customer involvement. The process boosted staff pride, strengthened reputation, and created opportunities for growth, supported by professional assessment from Assessment Services.

NHS Staffordshire & Stoke-on-Trent ICS Achieves One Planet Standard for Sustainability Leadership

NHS Staffordshire & Stoke-on-Trent Integrated Care System has earned the One Planet Standard, recognising its commitment to embedding climate change and sustainability measures into daily operations. From aligning with the Health and Care Act 2022 to identifying cost savings through greener supply chains, this achievement reflects leadership in environmental responsibility across the NHS and beyond.

Cornwall Family Information Service: A Model for Continuous Improvement with the Families First Quality Award

Cornwall Council’s Family Information Service shares how achieving the Families First Quality Award sparked new outreach initiatives, boosted family engagement, and helped elevate their quality and visibility across the region.

Portland Academy: Advancing Family Engagement with the Families First Quality Award

Portland Academy, part of the Ascent Academies Trust, shares how they aligned with the Families First Quality Award to strengthen family engagement and embed continuous improvement across the organisation.

Fifteen Years of Excellence: How Northumbria University’s SLAS Team Elevates Student Support

For over 15 years, Northumbria University’s Student, Library and Academic Services (SLAS) has embedded the Customer Service Excellence (CSE) Standard into every aspect of student life. From creative feedback methods like “love letters and break-up letters” to impactful journey mapping, their commitment to putting customers first has transformed both services and staff culture. Discover how their collaborative, multi-service approach continues to drive innovation, pride, and outstanding student experiences.

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Wiltshire Pensions Fund - Whole Fund

University of Warwick - Library

University of Hertfordshire - Student Enquiries and Enrolment Team

University of East London - Registry - Schools Services

The Window Company (Contracts) Ltd

Tees Valley Combined Authority

Portland Academy

Personal Homecare Pharmacy - Customer Services

Nottingham Trent University - IT Service Desk

MacIntyre Academies

London South Bank University - Sports

London South Bank University - Alumni & Employability

London Councils - Mobility Services

Live Argyll - Leisure Services

Independent Office of the Police, Fire and Crime Commissioner for Northamptonshire Police - Customer Services Department

Grampian Housing Association

Government Property Agency

East Riding of Yorkshire Council - Family Information Service Hub (FISH)

Doncaster Family Information Services

Crimson - Skills & Solutions

Act On Energy

Wychavon District Council

Wrexham Family Information Service (WFIS)

William Harding School

Vale of Glamorgan Council - Family Information Services

University of Worcester - Customer Service Desk

University of West London - Library

University of the Arts London - Library Services

University of Sussex - Library Services

University of Southampton - Student Experience Directorate: Library & learning Services; Residences, Sport & Community Services; Student Experience & Engagement

University of Southampton - Campus Operations

University of Portsmouth - Library Services

University of Lincoln - Library

University of East London - Student Hub

University of East London - Residential Life Team

University of East London - Library, Archives and Learning Services

The Dispute Service Ltd (incorporating TDS Northern Ireland)

Swansea City & County Council

Sussex Interpreting Services

Stoke and Staffordshire NHS Trust

St Giles School

St Christopher’s Fellowship

St Andrews C of E Primary School

South and City College Birmingham

Shaw Trust

Scottish Courts and Tribunals Service

Scottish Borders Housing Association

Safe Deposits Scotland

Saba Park Services UK Limited

Reed in Partnership - Employability and Citizen Services

Rapid Electronics Ltd

PSI International (UK) Ltd

PeoplePlus Group Limited

Parkhead Housing Association Ltd

Oxford Medical Training Ltd

Oxford City Council

Oadby & Wigston Borough Council

Nuneaton and Bedworth Borough Council - Customer Service Team

Nottingham Trent University Student Accommodation Services

Nottingham Trent University - Reception Services

Nottingham Trent University - Print Services

Nottingham Trent University - Catering

Nottingham City Council - Libraries

Northumbria University – Student, Library and Academic Services

North West Leicestershire District Council - Customer Services Department

North Wales Housing Association

Norfolk Family Information Service

NHS Wales Shared Services Partnership

Newcastle University Library Services

Nat West Workplace Service Centre

Merthyr Tydfil Housing Association

Merthyr Tydfil County Borough Council

Mears Housing Management Community Access Services Yorkshire and Humberside, North West and North East Tier 3

Mears Housing Management - AASC (North East, Yorkshire and Humber, Scotland and Northern Ireland)

London South Bank University: Library, Skills and Customer Services

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