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

    To find out more, get in touch

What is involved?

What is involved?

There are three stages your organisation will need to complete in order to be ServiceMark Accredited. The first two elements can be taken separately, both provide insight into your customer service performance:

  1. Self assessment using ServCheck: an assessment of your employees' engagement with your customer service strategy

  2. Customer feedback: obtained through UK Customer Satisfaction Index (UKCSI) business benchmarking data or your own measurement; providing it meets our criteria

  3. 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

  • Acenden Limited 
  • Adestra Ltd 
  • AFI Group 
  • Ageas Insurance Limited
  • ALS Life Sciences Ltd East Division
  • ALS Life Sciences Ltd West Division
  • Ameresco (Leeds)
  • Anglian Water
  • Baltic Training
  • Berkeley Homes St. George
  • Berkeley Homes St. Edwards
  • Black and Callow
  • Bottomline Technologies Limited
  • Callcredit Limited
  • Cambridge English Language Assessment
  • Carillion Business Services Ltd - With Distinction
  • Castle Rock Edinvar Housing Association
  • Charities Aid Foundation
  • Charter Housing
  • City University London Student Centre - With Distinction
  • Clancy Plant
  • Clinigen Group
  • Collinson Group
  • Collinson Group - Cape Town
  • Cotman Housing
  • Covea Insurance Ltd - Underwriter
  • Covea Insurance Ltd -Commercial Claims
  • Cox Automotive Dealer Auction 
  • Cox Automotive Northampton 
  • Cox Automotive Service Desk 
  • Cox Automotive Wimbledon 
  • Damart
  • Domino
  • Doncaster Council - Customer Service
  • East Riding of Yorkshire Council - East Riding Leisure - With Distinction
  • eef Ltd
  • Electricity North West Ltd - Customer Contact Centre
  • Engie - Business Energy
  • Essilor Limited - With Distinction
  • First Utility
  • Forrest
  • Gentoo Group
  • Geoffrey Insurance - With Distinction
  • Gloucester City Council
  • Hackney Homes
  • Hampshire Trust Bank
  • Hiscox UK
  • Hitachi Capital business finance
  • Hitachi Capital Consumer Finance
  • Holland & Barrett
  • HomeGroup
  • Honda Finance Europe Plc
  • Inchcape Fleet Solutions
  • Intercity Telecom Limited
  • Intu Shopping Centres PLC
  • Johnson & Johnson Vision Care - With Distinction
  • Kindertons Accident Management
  • Laithwaites Wine - With Distinction
  • Legal & General Group plc - Corporate Accounts Team
  • Lifestyle Outlets - Gloucester Quays
  • Lifestyle Outlets - Salford Quays
  • London South Bank University - Academy of Sport
  • London South Bank University - Accommodation
  • London South Bank University - Library Learning Resources
  • London South Bank University - Student life Centre
  • Molson Coors - NCC
  • Motability Operations Customer Services - With Distinction
  • MSC Industrial Supply Co
  • New Charter Housing Trust
  • Northern Gas Networks Limited
  • Nu-Heat - With Distinction
  • Ofgem Domestic RHI
  • Osborne Construction
  • Osborne property services
  • Pension Insurance Corporation -  With Distinction
  • PHS Group - Records Management
  • Places for People (Homes)
  • Premier Pensions Management
  • Quidco
  • Recruitment & Employment Confederation
  • Red Funnel Group
  • Rift Ltd
  • SafeMove - With Distinction
  • Scottish Water
  • Sentinel Housing Association
  • St James Place Group Ltd
  • Retirement Advantage
  • Tarmac
  • The Midcounties Co-operative
  • The Travel Network
  • Town & Country Housing Group
  • United Welsh
  • Vanarama
  • Vantage Insurance Services Ltd
  • VocaLink
  • Vodafone Automobile
  • Volkswagen Group UK
  • Wales & West Utilities - With Distinction
  • Wessex Water - With Distinction
  • Which?
  • Wickes - Kitchen and Bathroom Installations
  • Yorkshire Coast Homes
  • Yorkshire Housing Association
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

Case Studies

Essilor: How ServiceMark helped a historic lens maker to see a brighter future

“I'd recommend ServiceMark to anybody – but don't do it for the badge: understand why you're doing it, and really make the change.

Pete Dodds Quality Manager, Essilor
See all Case Studies

Why ServiceMark is right for you