In order to successfully achieve Customer Service Excellence certification, your organisation must be able to demonstrate that it meets the criteria below. For further information on how to achieve this, please contact us.

Criterion 1.       Customer Insight

You need to show that your organisation:

·         Has an in–depth understanding of the characteristics of your current & potential customer groups

·         That you have a strategy for engaging & involving customers

·         That you have reliable and accurate methods to measure customer satisfaction that is analysed and publicised

Criterion 2.       Culture of the Organisation

• That you have a corporate commitment to putting the customer at the heart of service delivery
• That you demonstrate commitment to developing and delivering customer focused services

Criterion 3.       Information and access

• That you make information about the full range of services you provide available to customers and potential customers
• That you provide customers with information most appropriate to their needs across a variety of channels
• That you have made arrangements with other providers and partners to offer and supply co–ordinated services

Criterion 4.       Delivery

• That you set challenging standards for your main services
• That you monitor and meet standards
• That you consult, involve customers, citizens, partners and staff

Criterion 5.      Timeliness and Quality of Service

• That you set appropriate and measurable standards for the timeliness of response to customer communications
• That you advise your customers about you promises on timeliness and quality and that you take the necessary actions if problems are identified

Full details of the standard are available to download from www.cse.cabinetoffice.gov.uk or click here.