The University of Edinburgh – Customer Service Excellence Criterion No. Criterion Description Commentary Evidence Criterion 1: Customer Insight 1.1 Customer Identification 1.1.1 We have an in-depth understanding of the characteristics of our current and potential customer groups based on recent and reliable information. (Guidance) A profile of the organisation's main customer groups and their characteristics. Details of how these groups were segmented and classified. Details on the frequency and reliability of the research to identify customer groups. Don’t forget this also refers to potential customers... you need to show you have evidence that relates to those… NH The University's Governance and Strategic Planning produce a range of core statistics, calculated ratios/indicators, and more complex analyses, for use in informing management decisions across the University. Quality enhancement @ http://www.bsc.isg.ed.ac.uk/ Help Services is informed of its customer groups by information produced by the University which gives a detailed breakdown of students and staff, on an annual basis, that is defined by: gender declared disability ethnicity (or is this domicile grouping) age on entry. This information is available from the Equality and Diversity Monitoring and Research Committee papers on the University web pages. In addition to meeting the statutory requirements, it is intended that the preparation and publication of Equality Outcomes will help the University to ensure the right issues are being addressed; make better, fairer decisions; become more transparent and accountable in relation to action to advance equality; and achieve tangible benefits for its community. Helpdesks customer groups are: Applicants Edinburgh University staff, students and academics: o Undergraduates o Taught Postgraduates o Research Postgraduates Staff and Students from other Universities NHS Lothian Staff Graduates of the University: Alumni OLL (Office of Lifelong Learning) Other Access agreements: o LEAPS (Lothians Equal Access Programme for Schools) Web Page: UofE Governance and Strategic Planning Student Factsheet Student http://www.docs.sasg.ed.ac.uk/gasp/factsheet/ StudentFactsheet310712.pdf Web Page: UofE EQUALITY AND DIVERSITY MONITORING AND RESEARCH COMMITTEE (EDMARC) 2012-13: http://www.ed.ac.uk/schools- departments/equality-diversity/monitoring- statistics/edmarc