ServiceMark


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
    here

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 - Customer Experience Centre
  • Castle Rock Edinvar Housing Association
  • Charities Aid Foundation
  • Charter Housing
  • Chaucer Direct
  • City University London - Student Centre
  • 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 - Formally Manheim - Dealer Auction
  • Cox Automotive Northampton - Formally Mainheim - Northampton
  • Cox Automotive Service Desk - Formally Mainheim - Service Desk
  • Cox Automotive Wimbledon - Formally Manheim - Wimbledon
  • Damart
  • Domino
  • Doncaster Council - Customer Service
  • East Riding of Yorkshire Council - East Riding Leisure
  • eef Ltd
  • Electricity North West Ltd - Customer Contact Centre
  • Engie - Business Energy
  • Essilor Limited
  • First Utility
  • Forrest
  • Gentoo Group
  • Gloucester City Council
  • Hackney Homes
  • Hampshire Trust Bank
  • Hiscox UK
  • Hitachi Capital business finance
  • Hitachi Capital Consumer Finance
  • Holland & Barrett
  • HomeGroup
  • Inchcape Fleet Solutions
  • Intercity Telecom Limited
  • Intu Shopping Centres PLC
  • ISOS Housing
  • Johnson & Johnson Vision Care
  • Kindertons Accident Management
  • Laithwaites Wine
  • Legal & General Group plc - Corporate Accounts Team
  • LINPAC
  • 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
  • MSC Industrial Supply Co
  • New Charter Housing Trust
  • Northern Gas Networks Limited
  • Nu-Heat
  • Ofgem Domestic RHI
  • Osborne Construction
  • Osborne property services
  • Peel Outlets -  Gloucester Quays
  • Pension Insurance Corporation
  • PHS Group - Records Management
  • Places for People (Homes)
  • Premier Pensions Management
  • Quidco
  • Recruitment & Employment Confederation
  • Red Funnel Group
  • Rift Ltd
  • SafeMove
  • Scottish Water
  • Sentinel Housing Association
  • St James Place Group Ltd
  • Retirement Advantage
  • The Midcounties Co-operative
  • Town & Country Housing Group
  • United Welsh
  • Vantage Insurance Services Ltd
  • VocaLink
  • Vodafone Automobile
  • Volkswagen Group UK
  • Wales & West Utilities Limited
  • Wessex Water
  • 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

ServCheck

Internal benchmarking tool

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

TrainingMark

Training accreditation

Institute accreditation of an in-house customer service training programme