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.

ServiceMark with Distinction Accreditation Lunch October 2019

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

Recipients

Organisations that currently hold ServiceMark accreditation

  • 1st Central
  • AFI group of companies
  • Ageas Insurance Limited
  • Agilisys
  • Ameresco Ltd
  • Anglian Water
  • BAE Systems - Shared Services
  • Baltic Training
  • Bottomline Technologies Limited - With Distinction
  • Bristol Water
  • Cabot Credit Management
  • Certsure LLP
  • Charities Aid Foundation
  • Covea Insurance Ltd - With Distinction
  • Damartex UK Ltd
  • Domino UK Limited
  • Dwr Cymru Welsh Water - Operations
  • Echo Managed Services – South Staffs Water Customer Service Team
  • ENGIE Business Services
  • ENGIE Services LTD
  • General Medical Council
  • Hampshire Trust Bank
  • Hastoe Housing
  • Hiscox UK & Ireland
  • Hitachi Capital Business Finance
  • HomeGroup
  • Honda Finance Europe Plc
  • IMServ
  • Inchcape Fleet Solutions - With Distinction
  • Johnson & Johnson Vision
  • Kindertons Accident Management
  • Laithwaites Wine - With Distinction
  • Lifestyle Outlets (formerly Peel Outlets)
  • LV=
  • Mears Group PLC
  • Motability Operations - With Distinction
  • MSC Industrial Supply Co
  • MTR Crossrail
  • Newbury Building Society
  • NextGear Capital
  • Northern Gas Networks Limited
  • Nu-Heat UK Ltd - With Distiction
  • Ofgem e-serve
  • Opus Telecoms
  • Osborne Property Services
  • Pension Insurance Corporation plc - With Distinction
  • Pension Protection Fund
  • Places for People - With Distinction
  • Port of Tyne
  • Portsmouth Water Ltd
  • Premier Pensions Management
  • Rittal Ltd
  • Safe-move - With Distinction
  • Salix Homes
  • Scottish and Southern Energy Power Distribution Limited
  • Shell Energy
  • Solicitors Regulation Authority
  • South West Water
  • The Travel Network Group
  • United Utilities plc - With Distinction
  • Vanarama - With Distinction
  • Vantage Insurance Services Ltd
  • VELUX
  • Vinci Construction UK Ltd
  • Vivid
  • Volkswagen Group UK Ltd
  • Wales & West Utilities Limited - With Distinction
  • Wessex Water Ltd - With Distinction
  • Wickes Installations

ServiceMark accreditation is available to all members of The Institute.

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.

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.