Callcredit Ltd achieve coveted ServiceMark from the Institute of Customer Service
Callcredit Ltd has been awarded the ServiceMark accolade following a rigorous assessment process by the Institute of Customer Service, the UK’s professional body for customer service.
ServiceMark is a national standard which recognises an organisation's commitment to, and achievement in customer service. Callcredit’s customers were asked to complete detailed questionnaires covering the organisation’s strengths and weaknesses and an independent assessor carried out a two day assessment of the business.
Callcredit Ltd, part of the Callcredit Information Group, is the only credit reference agency that has achieved the ServiceMark accreditation, securing endorsement less than six months after becoming members of the Institute.
Peter Mansfield, Managing Director, Callcredit Ltd said: “It is extremely rewarding to receive this accolade and that our customer service has been recognised not only by the resounding vote of confidence from our clients, but also the UK’s professional body for customer service.
“Our next goal is to become award winning for our customer service to be acknowledged at the Institute’s UK Customer Satisfaction Awards next year.”
Jo Causon, chief executive, Institute of Customer Service, says.
“ServiceMark is increasingly recognised as the standard for customer service excellence. Over 100 organisations have completed or are working towards ServiceMark. It enables organisations to benchmark themselves against best practice, gain a better insight into their customers’ needs and develop strategies to meet them.”
Moreover, in a customer satisfaction survey, based on its own customers’ views, Callcredit Ltd achieved a higher score than the July 2014 UK Customer Satisfaction Index (which is based on responses from almost 10,000 customers representative of the UK population). It’s result, 79.7 (out of 100), was also higher than the banking sector average, which shows commitment to improve its customer service standards.