In order to maintain certification it is necessary for all organisations that hold Customer Service Excellence certification to have annual monitoring checks during the three year period of certification

It is a requirement of United Kingdom Accreditation Services (UKAS) that Customer Service Excellence certification bodies undertake an annual checks in years 1 and 2 of certification.

The aim of the annual monitoring checks check are to reassure EMQC that your organisation is still meeting the requirements of the Customer Service Excellence Standard, whilst also encouraging continuous improvement.

Year 1.             Continuous Compliance Visit

During this visit your appointed assessor will check: Frontline service delivery, levels of complaints and satisfaction with the service, progress made in respect of partial compliances or areas for improvement and any other issues which may affect certification, such as a change of structure or key staff members.

Year 2.             Surveillance Check

This is a remote check that does not normally require an on site visit.  The assessor will be checking further progress against areas of partial compliance or areas for improvement whilst also taking the opportunity to prepare for the full three year certification review.

Year 3.             Certification Review

In the main, a Certification Review will be due at the end of the three year anniversary. It is a review against the current version of the Customer Service Excellence Standard and will take a similar format as the initial assessment. It does not however, require a written application to be submitted.

During the assessment your assessor will need to see evidence of how you meet all the elements of the current version of the Standard, as with the initial assessment this can be through, documentation, discussion and observation.

Organisations are able to opt for an early Certification Review if they wish; there are many benefits to this. As it would be a more frequent review the total number of days for the assessment and overall cost is likely to be reduced. It also helps to keep up the momentum with the Standard and drives continuous improvement throughout the service. 

If you are a current holder and feel your organisation would benefit from a more frequent review please complete our Booking form indicating your preferred dates and we will arrange this for you.