About ServiceMark

ServiceMark is a rigorous customer service accreditation that incorporates a staff survey, customer survey and independent assessment.

How do we achieve ServiceMark?

Your organisation will have to complete three stages:

1. Self assessment

A representative sample of your staff will answer questions about your customer service using ServCheck, our customer service diagnostic tool. The answers will be rated against a set of benchmarks based on our research. You’ll then receive a report which you can use to identify areas of improvement in your organisation’s customer service, and to formulate action plans to achieve these improvements.

You’ll need to meet the ServCheck benchmarks to achieve ServiceMark.

2. Customer feedback

This can be obtained through the UK Customer Satisfaction Index Business Benchmarking, which polls the opinions of your customers. Alternatively, you can use your own measurement, providing it meets certain criteria, including:

questions must be based on the researched priorities of your customer
you must sample a minimum of 100 of your customers
you must survey customers randomly
you must survey customers once a year
questions must be rated on a scale of at least 1-7, preferably 1-10
the respondents must be representative of your customer base

You will need to meet a benchmark figure of 65+ to achieve ServiceMark.

3. Independent assessment by a third party

An independent assessor will carry out one or more site visits to ascertain whether your organisation is meeting the ServCheck benchmarks and implementing the action plans you have formulated to improve your customer service. The assessor will then decide whether to award the ServiceMark based on the evidence he or she has gathered.

Receiving the ServiceMark

If successful you will be awarded ServiceMark. It’ll be authorised for a period of three years, at the end of which you can revalidate using the same process.

How much does ServiceMark cost?

The standard is available to all organisations and is offered as a membership benefit; council and corporate members only pay for the independent assessment. Otherwise it costs from £7,500 plus VAT.