Opinion Former Video

ServiceMark - independent recognition of customer service

ServiceMark is the national standard that recognises an organisation’s achievement in customer service, and – crucially – its commitment to upholding those standards.

Script

Customer service is a critical driver for organisations in the UK.

The increased loyalty, recommendations and efficiency achieved through customer service excellence translate into increased market share and improved performance.

But there is a difference between knowing that good customer service can have a positive impact on your organisation and understanding how effective your customer service strategy actually is.

ServiceMark is the national standard that recognises an organisation’s achievement in customer service, and – crucially – its commitment to upholding those standards.

Awarded by The Institute of Customer Service, it involves a 360 degree assessment of an organisation’s level of customer service excellence.

External measurement is gained through a benchmarking survey with your customers.

Internal measurement involves completion of ServCheck, an online survey of employees which assesses their view of how your strategy, culture and processes enable you to deliver world class customer service.

An on-site assessment of action plans and employee attitudes is also conducted by an accredited assessor.

Successful organisations are awarded ServiceMark accreditation - but only for three years. And only for the site or sites that have been assessed.

Assessment is undertaken again, before the three years are up to ensure organisations are continuing to strive for customer service excellence.

Over 100 organisations including EDF Energy, New Charter Housing Trust, and Aon Hewitt have achieved ServiceMark to date.

To find out how you can join them visit our website.

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