The University of Stirling’s Information Services has once again demonstrated its strong commitment to delivering exceptional customer service, following the second annual review of our CSE accreditation that took place in January 2026.
The assessment confirmed that Information Services is a highly customer focused department, led by a clear vision and supported by a dedicated and motivated workforce. As a result, the assessor had no hesitation in recommending the retention of Customer Service Excellence (CSE) accreditation, with an impressive seven additional Compliance Plus areas recognised. This brings the total number of Compliance Plus elements to 21, with full compliance achieved across all remaining elements—an outcome of which we are justifiably proud.
Customer insight at the heart of service design
A key strength identified was the organisation’s strong understanding of its customers. Senior leaders and teams invest significant effort in developing customer insight through structured business partnering meetings, feedback activities and engagement events. This approach enables services to be shaped around the real needs and preferences of different customer groups across the University. partnering meetings, feedback activities and engagement events.
Listening, learning and improving
Customer feedback is gathered through multiple channels and analysed in a thorough and professional way. The assessment highlighted how this insight has directly led to service improvements, including extended IT access, enhanced campus Wi-Fi, wider community access to facilities and new opportunities for volunteering and engagement.
Satisfaction levels remain consistently high, with survey results showing strong performance in areas such as welcome, staff knowledge, fairness, timeliness and overall service quality.
Valuing and supporting staff
The report also recognised the importance placed on supporting, encouraging and valuing staff. A range of innovative approaches are used to recognise individual and team contributions, with positive feedback coming not only from managers, but also from colleagues, partners and customers. This culture of appreciation plays a vital role in delivering consistently customer focused services.
Accessible, responsive services
Information Services continues to evaluate how customers interact across different access channels, including in person, email, self-service and live chat. This data is used to identify trends and opportunities for improvement, ensuring customers are offered effective and flexible ways to access support, particularly at key times in the academic year. person, email, self-service and live chat. This data is used to identify trends and opportunities for improvement, ensuring customers are offered effective and flexible ways to access support, particularly at key times in the academic year.
The assessment confirmed that services consistently deliver on their promises, even in the context of budget pressures and staffing challenges. Care is taken not to overpromise, with outcomes showing high levels of customer satisfaction and trust in the service provided.
Clear commitments and positive outcomes
Service standards for timeliness and quality are clearly communicated through the Customer Charter and key performance indicators. Tools such as customer feedback terminals and the ‘You said, we did’ approach help ensure transparency and demonstrate how feedback leads to real change. Overall satisfaction remains strong, supported by positive comments from both staff and students.