9th Sep 2014To achieve this ServiceMark – Over 400 customers and 700 colleagues were surveyed, with 60 of those colleagues interviewed as part of the assessment against a ‘Customer Centric Model’.
Bryan Sharkey, Customer Services Director commented:
“We are really pleased to have achieved the prestigious Institute of Customer Service ServiceMark accreditation which validates the journey we have undertaken to instil a customer-centric ethos within VocaLink. ServiceMark is based on customer satisfaction and an assessment of employee engagement within our organisation's customer service approach. It helps us understand how effective our customer service strategy is but has also identified some key areas for improvement which will help us to deliver the excellent service our customers deserve – and that is something we will remain focused on.’