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Customer Service Excellence 

In June 2018, HLH libraries achieved Customer Service Excellence ‘Compliance Plus’ accreditation, a highly respected, UK Government standard which is externally assessed by the Cabinet Office.

The assessment report above, details numerous examples of good practice in customer focused services and innovation, and how HLH libraries have cascaded good practice to other Scottish services and internationally.

A big thank you to all our customers, staff and partners who helped us to achieve this standard.

Customer Surveys 

High Life Highland Libraries recently conducted a survey of adult, teenage and child customers. The surveys were designed to find out what people think about the whole library experience and to measure the customer’s journey from the moment they approach the library until they leave the premises.

Click on the links to see the results of the surveys.

HLH Library Standards

Click here to view HLH Libraries’ standards performance for customer care, customer contact response times and overall quality.

You said we did

View here some of the actions we have made in response to feedback from our customers.

Mystery shopping Reports and Action Plans 2017