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
  • AFI Group
  • 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 (formerly Europ Assistance Holdings)
  • Ashfield District Council
  • Assurant Intermediary Ltd
  • Bausch & Lomb
  • Baxter Healthcare NDC
  • Berkeley Homes & St Edward
  • Big Hand Ltd
  • Black & Callow
  • Bottomline Technologies Ltd
  • British Transport Police  Central Justice Unit
  • Broxtowe Borough Council
  • Callcredit Client Management & Direct Sales
  • Cambridge English Language Assessment - Network Service
  • Castle Rock Edinvar Housing Association
  • Charities Aid Foundation (CAF) Customer Service Division
  • Chaucer Direct
  • City University London - Property & Facilities Team
  • City University Student Centre
  • Clancy Plant Hire 
  • Clinigen Group
  • Collinson Group
  • Covea – Home Insurance 
  • 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 - Customer Contact Centre
  • Essilor
  • Forrest
  • GDF Suez
  • Gentoo Group
  • Gloucester City Council
  • Hackney Housing - Neighbourhood Contact Centre
  • Hiscox UK & Ireland
  • Hitachi Consumer Capital Finance - Hitachi Personal Finance
  • Holland & Barrett
  • IMserv
  • Inchcape Fleet Solutions
  • Intercity Telecom Limited
  • intu
  • Isos Housing Ltd
  • Johnson & Johnson Vision Care
  • Johnson Fleming Ltd
  • Laithwaites
  • Legal & General Corporate Accounts Team
  • Legal & General Investments  - Corporate Accounts Team 
  • Linpac
  • London Pension Fund Authority
  • Mainheim - Northampton
  • Manheim - Colchester
  • Manheim - Haydock, Leeds Commercial and Gloucester
  • Manheim - Wimbledon
  • Manheim Buntingthorpe
  • Manheim Dealer Auction
  • Manheim Inspection Services
  • 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   
  • Nu-Heat UK Ltd
  • Nutricia
  • Osborne Construction
  • Osborne Property Services
  • Peel Outlets - Lowry Outlet
  • Peel Outlets - Gloucester Quays
  • Pension Insurance Corporation
  • Peoples Postcode Lottery
  • PHS Group Datashred
  • Places for People (Homes)
  • Premier Pensions Management
  • Red Funnel Group
  • Retirement Advantage
  • Rift Ltd
  • Sentinel Housing
  • 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
  • Vodafone Automotive UK Ltd
  • Volkswagen Group Customer Services Centre
  • Wales & West Utilities
  • Westfield Contributory Health Scheme Ltd
  • Westfield Health
  • Which? Member Services
  • Wickes Kitchen and Bathroom 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