ServCheck is an online survey of your employees that assesses their view of how your strategy, culture and processes enables your organisation to deliver world class customer service. It also enables you to benchmark against other organisations.

ServCheck provides you with a report based on your employees' feedback of how engaged your employees are with your customer service strategy.

Why is it important?

Why is it important?

  • Allows organisations to assess their current levels of commitment to customer service
  • Benchmark commitment against the criteria of the World Class Model
  • Benchmark against other organisations
  • Determine systematic action plans for improving service
  • ServCheck is one element of ServiceMark – the national customer service standard

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The process

The process

  • A representative number of employees complete an online questionnaire rating the organisation’s conformance with the Institute's World Class Service model
  • Respondents are asked to rate their agreement with each statement on a 1-10 scale
  • A report is produced from all responses, detailing your organisation's ServCheck index and overall scores
  • The report provides the opportunity to identify areas most in need of improvement, both in themselves and as benchmarked against other organisations
  • When repeated over time, the report can act as a measure of progress

What is involved?

What is involved?

To complete the ServCheck process, you will:

  • Gain access to a web app to manage your surveys, company information and reports

  • Receive email updates of survey progress
  • Receive collation, scoring and benchmarking of your organisation’s results
  • Gain access to downloadable reports in Excel format

ServCheck is available to members of the Institute for regional, national and international surveys.



Training accreditation

Institute accreditation of an in-house customer service training programme


Customer service standard

Organisational accreditation that acts as a National Customer Service Standard

UKCSI Business Benchmarking

Customer satisfaction measurement

Diagnostic survey that benchmarks you against leaders in your sector

Are you looking for market insight?

Institute membership gives you exclusive access to customer service research across all sectors.

Are you looking to set and raise your standards?

Our training and accreditation programmes can raise your service standards.

Are you looking for organisational membership?

We support some of the UK's leading businesses in improving their customer service.