FREQUENTLY ASKED QUESTIONS

Where did Customer Service Excellence ® come from?

In 2005 Cabinet Office Ministers commissioned an independent review into an existing customer service standard, the Charter Mark scheme, and invited Bernard Herdan, then Chief Executive of the Passport Service, to lead this work. Mr Herdan’s report, ‘The Customer Voice in Transforming Services’ was published in June 2006 following a detailed review of the current scheme. It recommended that a new customer service standard, based on the key drivers of satisfaction, should be developed to replace Charter Mark. The Government’s response to these findings was published in December 2006 which accepted the key recommendations, and Customer Service Excellence ® was born.

What is Customer Service Excellence ®?

Customer Service Excellence ® offers businesses a practical tool for driving customer-focused change within their organisation. For more information on Customer Service Excellence ®, its benefits and who it is for read our About the standard pages.

How can I learn more about using Customer Service Excellence ® in my organisation?

Our Getting started pages should give you a helping hand and set you on the right road.

I have completed your online self-assessment, can I now display the Customer Service Excellence ® hallmark?

No, I’m afraid not. Only organisations certified, following formal assessment by one of our licensed certification bodies, can display the hallmark.

When will Customer Service Excellence ® be available?

From 10th March 2008. Customer Service Excellence ® will be launched at the Tower 08 Transforming Services Event.