Awarded by The Institute of Customer Service, Premier achieved the accreditation through a three stage process: an assessment of employees' engagement with Premier’s customer service strategy; customer feedback through the UK Customer Satisfaction Index (UKCSI) business benchmarking data; and finally, assessment via an independent assessor, who made several site visits to ensure action plans were being met to drive its stated customer service programme.
This process took six months to achieve, which The Institute indicated was an exceptionally short period of time for a first time applicant.
Paul Couchman, managing director, Premier, said:
“The benefits this accreditation brings will be to demonstrate to both customers and employees that we are committed to service improvements and increasing our efficiency. We hope that it will increase customer retention, but also to engage and motivate our staff.
“Premier was founded with the mission to provide services to clients based on providing exceptional standards of customer care, quality and delivery. Measuring and improving the customer experience is fundamental to what we do and achieving The Institute’s ServiceMark is independent recognition of the standards of service we provide. We will continue to use this accreditation as a system and mechanism for continually monitoring and improving our customers’ experience.”
Jo Causon, chief executive, The Institute of Customer Service, added:
“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.”