ICS ServiceMark has been designed for large, medium and small organisations, sole traders and the self-employed. It is equally applicable to the public, private and third sectors.
How do I get started?
For more information email servicemark@icsmail.co.uk or call 01206 571716.
You can also
start your application online (link opens in an external site).
Your organisation will have to complete three stages in order to achieve ServiceMark:
1. Self assessment
Using ICS ServCheck, our online customer service diagnostic tool, a representative sample of your staff will answer questions about your customer service. 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, which polls the opinions of your customers. Alternatively, you can use your own measurement, providing it meets certain criteria.
You will need to meet a benchmark figure to achieve ServiceMark.
3. Independent assessment by a third party
An independent assessor will carry out a series of 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 objective evidence he or she has gathered.
Receiving the ServiceMark
If successful you will be awarded ICS ServiceMark, the mark of service excellence. It’ll be authorised for a period of three years, providing your customer satisfaction measurement is completed and ServCheck benchmarks are achieved in years 2 and 3.
How much does ICS ServiceMark cost?
There are free options for ICS Council and Corporate members. Otherwise it costs from £2,000 + VAT. Download the price guide (Word doc, 263K) for more details.
For a detailed overview of the scheme download Your Guide to Achieving. Alternatively, you can begin your application online. If you have any questions, please contact servicemark@icsmail.co.uk