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
  • Agilisys Contact - Kent (contact point and digital service)
  • 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
  • Dŵr Cymru Welsh Water
  • 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
  • Hastoe Housing
  • 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
  • NextGear Capital UK Ltd
  • 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)
  • Portsmouth Water
  • Premier Pensions Management
  • Quidco
  • Recruitment & Employment Confederation
  • Red Funnel Group
  • Rift Ltd
  • SafeMove - With Distinction
  • Scottish Water
  • Sentinel Housing Association
  • South West Water - Domestic Customer Services
  • St James Place Group Ltd
  • Retirement Advantage
  • Tarmac
  • The Midcounties Co-operative
  • The Travel Network
  • Town & Country Housing Group
  • United Utilities Customer Services - With Distinction
  • United Welsh
  • Vanarama
  • Vantage Insurance Services Ltd
  • Vinci Facilities Customer Response Centre
  • VocaLink
  • Vodafone Automotive UK Ltd
  • 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.

What customers have said

We needed a framework to bring everybody together and work on a journey towards a great achievement and we felt this is what ServiceMark is. It gives us a real differentiation in our customer sector."

Helen Gorrell, Operations Director, NextGear Capital

We spread ServiceMark throughout the business; the information was relevant, simple and easy to understand. People could see that we really were making the company more transparent. ServiceMark has pulled us together as one. The teamwork is incredible."

Peter Dodds, Quality Manager, Essilor

The ServiceMark process was really helpful, and the results were fascinating. We were also able to make great use of our customers’ responses. We’ve put their words all over the entrance doors at our head office, as a reminder. ServiceMark has had a huge impact."

Claire Edwards, Customer Service Manager, Wales & West Utilities

We were particularly keen to improve employee engagement levels because we understood the link between engagement and customer service and wanted to create that virtuous circle, which could then help differentiate us in the market. The Institute and ServiceMark provided that framework. That was the real value add."

Steve Brown, Managing Director, IMServ

To be able to say we’re recognised for our service outside of the usual regulatory landscape is really important, it’s a sign we really are getting things right for our customers when they need us the most. It’s definitely planted some strong seeds for future achievements."

Anna Symonds, Social Policy Manager, Wessex Water

We wanted to benchmark ourselves across other industries to understand where we stand in terms of meeting our customer expectations. ServiceMark enabled us to do this and identify key areas of improvement that we can work on to make our service even better for our customers. It is a key part of our Customer-led journey and it certainly has helped to ensure that we are focused on the right activities to become more customer focused.

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

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.