The online customer service self-assessment tool, ICS ServCheck, is being used by organisations in the commercial, public and third sectors.
ICS ServCheck is the most authoritative customer service self-assessment tool on the market today and was developed following extensive research through the Institute’s Breakthrough Research Programme. The views and priorities of over 200,000 customers featured in its development.
What does ICS ServCheck do?
ICS ServCheck is a self-assessment tool that helps organisations:
- assess their current levels of commitment to customer service
- benchmark their service commitment against model criteria
- benchmark their service commitment against other organisations
- determine systematic action plans for improving service
The tool is based on the degree of conformance with a pre-determined set of criteria which form the ICS Model for World-Class Service.
What is the ICS Model for World-Class Service?
The ICS Model for World-Class Service is built around the premise that all organisations need to pay full attention to three main Dimensions in order to deliver World Class service:
- Strategy & Culture
- People
- Processes
How does ICS ServCheck work?
ICS ServCheck works by asking the people in an organisation to complete an internet-based questionnaire that rates their agreement (or disagreement) against the criteria that form the ICS Model for World-Class Service. Their responses to the 60+ statements are collated and scored.
The number of people completing the questionnaire should correlate with the organisation size:
| < 80 staff |
60% should participate |
| 80-500 staff |
50 participants |
| 501-1,000 staff |
100 participants |
| 1,001-5,000 staff |
150 participants |
| 5,001-10,000 staff |
200 participants |
| over 10,000 staff |
by agreement |
In addition, there should be a vertical slice of the organisation i.e. directors (or owners), senior managers, managers, team leaders and non-managerial staff to reflect the organisational structure.
A report is produced detailing the organisation's ICS ServCheck Index and overall scores.
The results will allow an organisation to identify those areas in most need of improvement and identifies the gap between your own organisation and others. It also acts as a progress report when repeated over time.
It is possible to analyse the results so that information can be compared by:
- cross-sections of an organisation e.g. directors /managers /non-managerial
- divisions within the organisation, if more than one division takes part
- other organisations overall, or by sector, or by geography.
Is it possible to trial ICS ServCheck?
Yes - try it for yourself. Click here to see the questions you will be asked and how easy it is to complete the survey.
What kind of organisation is ICS ServCheck suitable for?
ICS ServCheck is generic in character, its design having been informed by the ICS Breakthrough Research Programme. So, its content is equally applicable to all sectors. Its principles apply equally to large and small organisations, sole traders or the self-employed; and to the public, private or third sectors whether the delivery channel is traditional or e-Service. So, we encourage you to interpret it as being applicable to all sizes and types of organisation.
Whilst designed predominantly for organisations in the United Kingdom and Ireland and their off-shore operations, ICS ServCheck is global in coverage and should need little amendment to fit local conditions.
What does the package include?
The ICS ServCheck package includes:
- access to the full online questionnaire for up to 200 people depending on the size of the organisation
- collation and scoring of the organisation’s results
- unique passcode giving access to web-based reporting suite
- results for individual statements
- results for each of the six elements
- results for the three dimensions
- overall ICS ServCheck Index
- downloadable reports
How much does ICS ServCheck cost?
The charge for ICS ServCheck is £2,500 plus VAT.
Are there any Special Prices for ICS Member Organisations?
Associate and Business Members of the Institute enjoy a 50% discount as part of their membership.
ICS Council and Corporate members may access ICS ServCheck as part of their membership benefits. Council Members have two free ICS ServCheck reports each year. Corporate Members have one free ICS ServCheck report each year. Once this benefit entitlement is used, they will still enjoy a 50% discount.
Other Options
Any users of ICS ServCheck may increase the number of respondents invited to participate. The charge is £200 +VAT for each block of 50 additional respondents beyond the required minimum (see table above).
How can we take part in ICS ServCheck?
Register your interest by emailing ICS.
Download our ICS ServCheck leaflet for more information.