The CSE, a Government standard developed to offer services a practical tool for driving customer-focused change within an organisation, was awarded to the University In recognition of their commitment to customer service and culture of continuous improvement.
The University was commended on 57 different criteria, 48 of which received a full compliance rating and 9 achieved the highest rating, compliance plus. Areas of compliance plus were noted in four out of the five themes of the assessment: customer insight, culture of the organisation, information and access, and delivery. Particular initiatives praised in the report included: the DISCover yourself project which profiles students in order to identify where extra support might be needed; the Race Charter Action Plan; the Access Agreement; Student Voice; and website personalisation.
Well Met’s holistic approach to customer service extends to the investment that has been made in state-of-the-art technology, which includes live twitter walls and gigabit download speeds at both the city centre and Headingley campuses. The innovative design of the venues offer unparalleled flexibility for delegates, which in turn maximises the customer experience and this has enabled Well Met to cater for conferences such as the Teach First Summer Institute which welcomes 3000+ delegates.
The lead assessor, Mick Lynch, commented: “For Leeds Beckett University, it is clear that having the Customer Service Excellence standard for the last three years has been transformational on organisational development. They are to be congratulated on the continuous journey of improvement and enhancement they are making to their customer experiences.”
Clare Vidler, Conference Manager for Well Met commented: “Customer service underpins all of our events here at Well Met Conferencing, so it’s incredibly important that we maintain a standard of excellence which we can then pass on to our event bookers and delegates. Customer service is one of those areas which we’ve found really sets us apart from our competition so it’s a key focus for us when it comes to training our staff members and preparing for events. Gaining the accreditation is justification of the continued effort that our conferencing team puts into each day and we will endeavour to develop innovative ways to provide excellent customer service.”
Well Met Conferencing manages a wide range of venues and spaces as well as providing experienced delegate and event management services. Well Met’s portfolio ranges from urban and parkland venues including the Rose Bowl, James Graham and Carnegie Village which collectively provide the perfect destination for residential conferences, training, meetings and exhibitions to group travel, association events, dinners, filming, corporate away days and team building events.