‘User Satisfaction High’ at NLW

Thu, 19 Aug 10 14:30:00

Visitors to the National Library of Wales in Aberystwyth will be given a very warm welcome and excellent service. And that’s official!

A report by the East Midlands Quality Centre, which recently awarded the library its Customer Service Excellence standard, gives the National Library high praise for its services and customer care.

 

The report notes,

 

"The National Library of Wales uses the principles of the Customer Excellence Standard in all aspects of the services it provides. Listening to users and responding to what they say shapes the development of services. User satisfaction rates are high and information provision is excellent. Accessibility is good for academic users and the recent re-introduction of Saturday opening has been widely welcomed. Facilities for those with special needs are good, and staff respond quickly and courteously to enquiries. Above all the Library offers a friendly and accommodating environment and staff, who in the words of one user interviewed "go the extra mile"

 

The National Library is obviously very proud and glad to have such a glowing report. The library was assessed against 57 criterions, and achieved full compliance in each one, with certain areas of customer service highlighted as achieving compliance plus.

 

‘That proves the Library aims to treat every tourist or user with the same amount of care and professionalism. It certainly helps place the Library at the heart of the Government’s cultural tourism attractions and puts Aberystwyth and Wales on the tourist map,’ said Arwel Jones, Director of Public Services at the National Library of Wales.

 

For more information

Siôn Jobbins, NLW Press Office: 01970 632 902  post@llgc.org.uk