Farnsfield Library

Published 15th May 2024

Inspire are proud to announce they have been recognised with two national quality marks following rigorous assessments into their services, processes and standards. 

The independent charitable organisation who deliver culture, learning and libraries on behalf of Nottinghamshire County Council have achieved re-certification in Customer Service Excellence and the matrix Standard. Both awards demonstrate Inspire’s commitment to quality, continuous improvement and going above and beyond for its users, customers and learners.

The Customer Service Excellence standard is a nationally recognised accreditation that showcases organisations who deliver outstanding customer service. Inspire has consistently demonstrated their dedication to creating a positive and engaging experience for all their service users, whether they are visiting the library, attending a workshop or course, or participating in a multitude of events.

The assessment revealed that Inspire has made significant efforts to identify and engage with under-represented and hard-to-reach groups. This includes their work with young people who are at risk of becoming NEET, as well as the Hummingbird project, which is a visual arts initiative for young people and their families and carers. Additionally, Inspire has implemented volunteer activities aimed at providing resources in Chinese, creating booklists for parents of the same sex and supporting transgender individuals. They have also utilised earmarked funding to establish cultural programs focused on various demographics, such as those affected by geography, dementia, memory loss, older adults, and diversity and inclusion initiatives.

The matrix Standard is the international quality standard for organisations that deliver information, advice and/or guidance (IAG), either as their sole purpose or as part of their service offering.  Inspire were recognised for their commitment to a clear IAG offer which is a good fit with their Forward Plan as well as;


·       The care and attention paid to keeping staff and customers safe

·       Partnership working being used effectively to enhance our offer

·       A supportive and non-judgmental approach to service delivery

5 smiling  Inspire board members under the Inspire logo sign, 2 holding awards

Peter Gaw, Inspire Chief Executive commented “We have a long track record of providing excellent customer service and information, advice and guidance across all the services we provide, having external accreditation is a good way of not becoming complacent and helps us to improve. A key element to meeting the standards is the hard work and attitude of our Inspire staff and volunteers who make the organisation so successful.”

Roger Chapman, Head of the matrix Service for The Growth Company said:

“This is a fantastic achievement for Inspire and I would like to congratulate the team on their success. We believe that at the heart of high-quality advice and support services are strong leadership, excellent service and a focus on continuous improvement, all underpinned by effective use of the resources available. The matrix Standard is designed to benchmark organisations against best practice in these areas. With their accreditation success, Inspire is working to provide the best possible support to their users.”


The term of both certifications is 3 years during which Inspire will aim for continuous improvement and have touchpoints to check in on progress.


For more information about Inspire Culture, Learning and libraries visit inspireculture.org.uk. Find out more about the Customer Service Excellence Standard and the matrix Standard

Customer Service Excellence logo
Matrix Standard logo

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