Customer service excellence

What is customer service excellence?

Customer service excellence is the successor to Charter Mark, the UK Government’s national standard for excellence in customer service.

How is it assessed?

This accreditation scheme is assessed every three years against a range of criteria including:

• customer insight
• the culture of the organisation
• information and access
• delivery
• timeliness and quality of service

How have we done?

April 2011 – first assessment

We achieved the Customer Service Excellence award and demonstrated good practice in two areas, resulting in a compliance plus.

Customer service excellence report 2011 [204KB]