ServiceMark is a national standard recognising an organisation's achievement in customer service, and its commitment to upholding those standards. 

ServiceMark is awarded based on customer satisfaction feedback and an assessment of employee engagement with your organisation's customer service strategy. It helps organisations understand how effective their customer service strategy is, and identifies areas for improvement.

Undergoing ServiceMark accreditation is an opportunity for organisations – of all sizes and sectors – to demonstrate how good their customer service really is, and find ways of developing further.

Why is it important?

Why is it important?

Achieving ServiceMark will help you:

  • Identify areas of improvement
  • Develop action plans for service improvement
  • Improve customer retention
  • Increase your efficiency
  • Motivate and engage your employees
  • Demonstrate to your customers and employees your commitment to service improvement

What is involved?

What is involved?

There are three stages your organisation will need to complete in order to gain ServiceMark.

Each element can be taken separately, each providing insight into your customer service performance:

  • Self assessment using ServCheck: an assessment of your employees' engagement with your customer service strategy
  • Customer feedback: obtained through UK Customer Satisfaction Index (UKCSI) business benchmarking data or your own measurement; providing it meets our criteria
  • Independent assessment over a number of site visits to verify you are meeting the benchmarks and implementing action plans to develop areas of improvement

Organisations that have achieved ServiceMark

Organisations that have achieved ServiceMark

  • Ageas Insurance Limited Household Claims and Operations service proposition
  • Ageas Motor and Travel Claims, Underwriting Services and Age UK Affinities
  • ALcontrol Laboratories
  • Anglian Water
  • Aon Hewitt
  • apetito
  • Aria Assistance Holdings (formely Europ Assistance Holdings)
  • Ashfield District Council
  • Assurant Intermediary Ltd
  • Bausch & Lomb
  • Baxter Healthcare NDC
  • Berkeley Homes & St Edward
  • Big Hand Ltd
  • Bottom Line Technology
  • British Transport Police  Central Justice Unit
  • Broxtowe Borough Council
  • Buhler ltd
  • Callcredit Client Management & Direct Sales
  • Charities Aid Foundation (CAF) Customer Service Division
  • Chaucer Direct
  • City University London - Property & Facilities Team
  • City University Student Centre
  • City University Student Centre
  • Clinigen Group
  • Cotman Housing
  • Covea Commercial Claims
  • Covea Motor Operations
  • Covea Underwriters
  • Damartex
  • Diversey
  • East Riding of Yorks Council Leisure Facilities
  • EDF Energy
  • EDF Energy B2B Majors
  • EDF Energy Multi Sites
  • eef Ltd
  • Electricity North West Ltd
  • Essex County Council
  • Essex Registration & Nationality Service (part of Essex County Council)
  • Essilor
  • Forrest
  • GDF Suez
  • Gentoo Group
  • Gloucester City Council
  • Hiscox UK & Ireland
  • Holland & Barrett
  • IMserv
  • Inchcape Fleet Solutions
  • Intercity Telecom Limited
  • Intercity Telecoms Ltd
  • intu
  • ISOS Housing Limited
  • Johnson & Johnson Vision Care
  • Johnson & Johnson Vision Care
  • Johnson Fleming Ltd
  • Laithwaites
  • Land Securities 
  • Legal & General Corporate Accounts Team
  • Legal & General Investments  - Corporate Accounts Team 
  • Linpac
  • London Pension Fund Authority
  • Lowry Outley
  • Mainheim - Northampton
  • Manheim - Colchester
  • Manheim - Haydock, Leeds Commercial and Glouchester
  • Manheim - Wimbledon
  • Manheim Buntingthorpe
  • Manheim Dealer Auction
  • Manheim Inspection Services
  • Manheim Inspection Services
  • Manheim Online
  • Manheim Online
  • Manheim Remarketing Bristol
  • Manheim Saltash/Birmingham
  • Manheim Service Desk
  • Manheim Washington
  • Martek Marine 
  • Molson Coors
  • Motability Operations
  • National Grid
  • New Charter Housing Trust
  • Northern Gas Networks
  • Nottinghamshire County Council Customer Service Teams   
  • Nutricia
  • Osborne Construction
  • Osborne Property Services
  • Peel Outlets - Gloucester Quays
  • Peoples Postcode Lottery
  • PHS Group Datashred
  • Places for People (Homes)
  • Premier Pensions Management
  • Red Funnel Group
  • Retirement Advantage
  • Rift Ltd
  • Scotia Gas Networks
  • Scottish Water
  • Simplyhealth
  • St George
  • St James Group
  • Stonehaven
  • The Chartered Institute of Management Accountants
  • The Midcounties Co-operative
  • Town & Country Housing Group
  • Transform Sandwell
  • Trust Inheritance
  • Vantage Insurance Services Limited 
  • Vocalink
  • Volkswagen Group Customer Services Centre
  • Wales & West Utilities
  • Westfield Contributory Health Scheme Ltd
  • Westfield Health
  • Wickes Installations
  • Yorkshire Housing - Customer Service Centre
ServiceMark accreditation is available to all members of the Institute 

UKCSI Business Benchmarking

Customer satisfaction measurement

Diagnostic survey that benchmarks you against leaders in your sector


Internal benchmarking tool

Assessment tool that measures an organisation's commitment to customer service


Training accreditation

Institute accreditation of an in-house customer service training programme