Bradford University Library Receives National Commendations

Library team recognised for customer service excellence

The J B Priestley Library at the University of Bradford has achieved 17 national commendations for its customer service, marking the strongest performance in its history during the latest Customer Service Excellence (CSE) assessment. The library also maintained full compliance across all 57 elements of the CSE standard criteria.

Assessment and commendations

The CSE assessment involved a comprehensive review process including a tour of the library building, interviews with customers, and an extensive evaluation of service evidence. The library retained previous commendations and added six new ones, reflecting areas where staff consistently exceed national expectations for customer support.

Comments from university representatives

• Angela Davies, Interim Chief Librarian, stated that the accreditation provides an external benchmark that encourages continuous reflection and improvement to meet all library users’ needs. She highlighted the collective effort of the team during a year of significant change.
• Professor Nick Braisby, Interim Vice-Chancellor, described the result as outstanding and a clear demonstration of student-centred service in practice. He emphasised the importance of continuous improvement and external benchmarking in enhancing the experience of students and researchers.
• Eva Kipnis, Director of the Doctoral College, noted the strength of support the library provides and expressed anticipation in celebrating the achievement with all users.
• Kirsty Carver, Head of Library Services, explained that the award reflects the library’s creative and innovative methods of gathering feedback and engaging with its users.

Services and future plans

The accreditation establishes a nationally recognised benchmark that supports the library’s services, which include study spaces, academic support, and community activities. It also provides a foundation for further development, helping the team enhance customer insight and expand user experience.

Some of the library’s recent initiatives include:

• Collaboration with other Bradford libraries for the City of Culture 2025 to create a Living Library, offering opportunities to hear inspiring stories.
• Securing funding to replace the library management system to improve customer service.
• Development of a Study Hub designed with input from students to meet their needs.

Significance of the achievement

This accomplishment demonstrates how independent standards can drive service improvement and deepen customer insight. It reinforces the University of Bradford’s commitment to providing high-quality, user-focused support and highlights the professionalism of the library staff.