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Libraries

Customer service excellence

We are committed to providing a service which is friendly, helpful and responsive to your needs.

Customer service is an integral part of the University Library Service and we are proud to hold the Customer Service Excellence standard. We are committed to continuous improvement in customer service.

Customer service promise

Our customer service promise sets out in greater detail what you can expect from the libraries.

We will:

  • provide welcoming, safe, comfortable and accessible study spaces within all our libraries and service points
  • deliver high quality digital and print content to meet your learning, teaching and research needs and make access to these as easy as possible
  • ensure our staff are approachable, well trained and knowledgeable and consistently treat all of our users with courtesy and respect
  • enable you to develop the knowledge and skills to use the library and archive resources effectively and independently
  • actively see, listen to and value your feedback, using this as our primary focus when considering improvements to library and archive service
  • communicate with you in a clear, honest and timely way
  • collaborate with partners across the library service, University, Students' Union, NHS Wales and wider community to develop and enhance our services.

We encourage and welcome your feedback as this will provide us with the opportunity to improve. You can share your feedback by visiting our libraries, or by contacting us.

Customer Service Excellence

Customer Service Excellence standard

We are very proud to have held the Customer Service Excellence standard since 2013. In May 2024, we were awarded 19 Compliance Plus elements. Backed by the Cabinet Office, the Customer Service Excellence standard recognises organisations that truly put their customers at the core of what they do.