Customers love their local libraries – it’s official. Medway Libraries and Archives has been awarded the Customer Service Excellence Award for the second time in two years. The survey was carried out by G4S Assessment Services (UK). The library service received wonderful feedback for its high standard of customer satisfaction.

Not only have the staff met the criteria for the award, they have demonstrated best practice in the following areas:

• Developing customer insight and a better understanding of their needs and preferences
• Making positive changes to services as a result of analysing customer experience
• Continually improving their service when customers offer feedback
• Continuing to improve and provide information about the full range of services to customers and potential customers
• Making their services easily accessible through provision of a range of alternative channels
• Working well with partners to provide a range of services beneficial to customers

The assessor commented: “staff are buoyant and cheerful, and through recent changes to the structure of the service they were all up for a challenge”. Medway Council’s Portfolio Holder for Community Services Cllr Howard Doe said: “I’m delighted that customers are very satisfied with their local library. “Medway Libraries are at the centre of the community providing residents with one focus point to access a number of council-services, meet new people, join a group, use a PC, carry out research, plus the traditional book borrowing service too. There really is something for everyone at a Medway Library. “This award is something the staff within Medway Libraries and Archives can be very proud of. Well done to everyone.”

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