Standards

Customer service standard for responses

A customer service standard in line with the Customer Service Institute accreditation scheme has yet to be decided for all Wellcome Collection enquiry services. Currently, all teams who assist with enquiries operate a different internal response target.

Collections Information is committed to following the guidelines below:

• We will respond in a professional, friendly, and accessible manner

• We will enable enquirers to carry out their own research

• We will dedicate a maximum of 45 minutes to each enquiry

• We will not check original material unless absolutely necessary

• We will acknowledge receipt of the email via the automatic reply function

• We will respond within a week of the receipt of the enquiry, whether that is a full response to the initial enquiry, or a holding response or a request for further information

• We will ask researchers to respond to us via the [email protected] address, and not via individual email accounts