Make your organisation stand out with an independent accreditation recognising your commitment to excellent customer service.
ServiceMark is a national standard, independently recognising an organisation’s commitment to customer service and to upholding high standards as part of a long-term embedded strategy.
The ServiceMark accreditation is awarded based on both customer satisfaction and employee engagement, helping your organisation understand the effectiveness of its customer service strategy from multiple touchpoints and identify areas for improvement.
Undergoing ServiceMark accreditation is an opportunity for organisations – of all sizes and sectors – to demonstrate the high quality of their customer service both internally and externally.
ServiceMark is available exclusively to members of The Institute of Customer Service.
“I would recommend that any organisation looks into joining a partnership with the Institute of Customer Service, because I think it’s a really valuable experience and a really valuable organisation.”
– General Medical Council –
“Working towards ServiceMark has been beneficial on so many levels, including a positive impact on employee engagement. It really is at the heart of our culture.”
– Covea Insurance –
“It’s so rewarding and that we can promote this and then keep reminding ourselves that we are delivering the best service that we can and that’s off the back of the training that we’ve had with the Institute and the support and the information that we’ve got from them.”
– Wickes –
ServiceMark benefits organisations of all sizes across any industry that is customer or client-facing.
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The aim of the assessment is to ensure that service standards are being met holistically and consistently and that the quality and credibility of the standards are maintained.
The assessment is a mix of interviews, observations (where possible) and review of organisation’s internal documentations (policies, procedures, etc).
Duration and scope of the assessment depends on the size and complexity of the organisation. As an example, for an organisation of 80 – 500 people, it would be 3-4 days.
Following the assessment, the assessor will share their findings in a report, which includes the organisation’s strengths and areas for improvement, with The Institute’s Director team, who will make the final decision about awarding the accreditation.
This depends on the size and complexity of the organisation.
As a guide, around 30-60 minutes per person. Although that may vary depending on that person’s level of involvement with the action plans.
Conversations with employees are done in a very informal manner and are largely led by your people. As a guide, the assessor is interested in employees’ honest view of the organisation’s performance, its Vision and Mission, strategy, customer service as well as their experiences of working for the organisation.
A random selection of people to capture a variety of experiences – job roles, length of service, internal moves, involvement in other projects and initiatives. As a guide, the split of non-manager/manager roles is around 80/20 – most people interviewed will be in non-managerial roles.
