Acenden achieve ServiceMark
Brent Jackson, Customer Experience Manager, with the ServiceMark certificate
Acenden has been awarded the prestigious Institute of Customer Service’s ServiceMark for its dedication to providing an excellent service to its customers. Organisations are required to demonstrate excellence across 3 key areas; strategy & culture, people, and processes. The third party mortgage servicer gained an overall Customer Satisfaction Index score of 75.2 (out of 100) and a staff ServCheck score of 79.19 (out of 100) against a requirement of 70 in both.
Acenden is the first mortgage servicer in the country to receive the ServiceMark, having built a customer focused culture by listening to both the voice of its customers and staff in understanding what they need and want. The feedback has driven Acenden’s efforts to continually improve its processes, systems and training for staff to ensure they are easier to do business with.