The Government wants customer services for all that are efficient, effective, excellent, equitable and empowering – with the customer always and everywhere at the heart of what we do. With this in mind Customer Service Excellence was developed to offer a practical tool for driving customer-focused change within their organisation.
The foundation of this tool is the Customer Service Excellence standard which tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.
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.
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