Customer Service Excellence

The Customer Service Excellence, (previously the "Charter Mark") is an accreditation for organisations, intended to indicate an independent validation of achievement.

History

The Charter Mark was an award demonstrating the achievement of national standard for excellence in customer service in United Kingdom public sector organisations. Introduced in 1991, it was replaced in 2008 by Customer Service Excellence standard, with the last issued Charter Marks expiring in 2011. The Charter Mark was one of the consequences of a political initiative, the Citizen's Charter, by Prime Minister John Major in 1991, to improve customer service and performance in the public sector.

In 2005, the system was reviewed, and it was recommended the scheme be replaced. Accordingly, the Customer Service Excellence standard was launched, and a phased transfer was initiated. Applications for Charter Marks were officially closed on 30 June 2008, with the official final validity date becoming 30 June 2011.^[1]

Recipients

The scope of public sector organisations includes departments of local councils, voluntary organisations having more than 10% public funding, and also private subcontractors on public contracts. It also includes public transport operators and the gas, electricity and water utilities. A number of Park and Ride bus schemes gained Charter Marks, displaying the mark on their buses.^[2]

The first Council in the UK to achieve the Corporate Customer Service Excellence award was Fenland District Council, Cambridgeshire.^[3]

Assessment

The Customer Service Excellence (CSE) Standard is structured around five criteria that are broken down into 57 elements used to assess organisational performance.^[4] Accreditation is conducted through a two-stage process: a desktop review of policies and documentation by an authorised assessor, followed by an on-site visit that may last from one to three days, depending on the organisation’s size and scope.^[5] During the assessment, the evaluator examines evidence such as customer service policies, conducts staff and partner interviews, and collects customer feedback to ensure that the organisation demonstrates effective customer-focused practices and continuous improvement.^[6]

See also

• Artsmark
• Sportsmark