In 2014 Kingston University LRCs were first awarded the Customer Service Excellence® standard. This is awarded where there is evidence of excellent practice in prioritising customers and, in particular, where there is a focus on delivery, timeliness, information, professionalism and staff attitude. The accreditation was received from EMQC Ltd., a body licenced by the Cabinet Office to assess standards of excellence in customer care.
In the written report the assessor particularly highlighted the LRCs consultation and engagement with students. There was particular recognition of the way we listen to and respond to student feedback and involve students in developing new services. In 2015 and 2016 this accreditation was successfully retained.
Recent projects where students have been involved include laptop loans and development of the KU app. Student feedback is embedded in everything we do in the LRCs. Whether students fill in a feedback form in the LRCs or online, email us or speak to us we record this and aim to respond within 3 days - please see our feedback policy. We also attend many staff student consultative committees, boards of study and student forums. Issues raised at these are recorded on the relevant subject blogs.