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Enhancing the Quality of Our Services

“An aspiration to be ‘best in class’, together with a drive towards greater ‘customer focus’, has been a guiding principle in recent years”




Actions to Support Delivery of Strategic Priorities

  • Recognise the University as a ‘customer-based organisation’ in which positive and timely engagement is fostered with all customers, from students to research partners;
  • Understand the perceptions of students, staff and external customers, and introduce a ‘customer satisfaction’ Key Performance Indicator with action plans to increase the level of satisfaction of all customers;
  • Invest in our core management information systems to underpin efficient data collation and reporting within and outwith the University;
  • Streamline our processes and procedures, removing unnecessary bureaucracy and facilitating effective and timely decision-making.