Customer Service Excellence Standard
The Customer Service Excellence (CSE) Standard, developed to replace Charter Mark, lies at the heart of a Government strategy to provide ‘efficient, effective, excellent, equitable and empowering’ public services.
Customer Service Excellence is primarily aimed at public bodies, providing them with the tools to drive truly customer-focused services. However no restrictions have been imposed on eligibility and the standard can therefore be readily applied to in the commercial world where companies need to consistently review their approach and ensure it is truly focused around their customers.
Your organisation will be assessed against a number of criteria surrounding the five key drivers of satisfaction - Delivery, Timeliness, Information, Professionalism and Staff Attitude. Click here to view the Standard criteria. Link to a copy of the Standard.
CSE can deliver real benefits to your organisation whether you operate in the public or private sector. Importantly:
- It seeks to deliver the benefits of staff recognition and celebration. It provides a framework for the rigorous measurement of customer satisfaction.
- It provides a rigorous external validation of your practices and procedures.
- It acts as a spur for improved customer service and promotes the concept of continuous improvement.
Click here to see our recent achievers
