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Customer Service Excellence 

In June 2021, HLH libraries achieved Customer Service Excellence standard 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. The assessment method used was a full remote assessment due to the circumstances of the COVID-19 Pandemic. Following the assessment, High Life Highland-Libraries were found to have a deep understanding of, and commitment to, Customer Service Excellence. The commitment was displayed from Senior Management levels through to operations and front-line staff.

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

Read HLH Libraries CSE Accreditation report 2021

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.

How are we performing?