ICS ServiceMark is a unique customer service accreditation scheme for organisations.
There are three components to ICS ServiceMark, the national customer service standard:
The authoritative basis for ICS ServiceMark is the Institute’s Breakthrough Research carried out over the past 10 years together with thinking from a global range of authorities. This has been used to arrive at a framework to help an organisation achieve world-class service delivery. This framework is the ICS Model for World-Class Service.
The ICS Model is based on the premise that, to achieve world-class service delivery, three dimensions must be embraced simultaneously: strategy and culture, people and processes.
Incorporated within the model are over 60 requirements which have a clear focus on world-class excellence in customer service. The emphasis is on principles, rather than rigid operational rules and practices, because ICS recognises that other factors help to determine how an organisation engages with the dimensions of the ICS Model and brings them to life. Overall, what matters most are outcomes.
ICS ServiceMark has been carefully designed to 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 eService. Customer service is universal and pan-sectoral. So, too, is ICS ServiceMark.
Organisations wishing to apply for ICS ServiceMark will complete ICS ServCheck and UKCSI or, as an alternative to UKCSI, they can submit their own customer satisfaction measurement. If their scores in each are above the benchmark figure, they will be able to request an independent assessor to visit.
If successful, the organisation will be awarded ICS ServiceMark, the mark of service excellence. ICS ServiceMark will be authorised for a period of three years provided that customer satisfaction measurement is completed and benchmarks are achieved in each of 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 our ICS ServiceMark price guide (Word doc, 263K).
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