News story

Companies House retains Customer Service Excellence standard

We바카라 사이트™ve been recognised as achieving customer service excellence, by meeting the Customer Service Excellence standard.

Employee from customer services team working on a computer.

The is an external independent review of the services on offer at an organisation. It바카라 사이트™s a continuous improvement tool to help public or private sector organisations provide services that are efficient, effective, and place customers at the heart of the service provision.

The accreditation lasts for 3 years, with organisations being reviewed each year by independent assessors.

How it바카라 사이트™s assessed

To achieve the award, organisations need to successfully meet all the assessment criteria. There are 57 elements assessed across 5 key areas:

  • customer insight

  • culture of the organisation

  • information and access

  • delivery

  • timeliness and quality of service

Our assessment

The assessors review took place in November 2019, with a full day site visit to our Cardiff office.

The assessors spoke with various members of staff including senior management, visited the contact centre and spoke to external customers and key stakeholders. They validated and challenged all of our evidence against the standard.

The outcome

We바카라 사이트™re proud to reveal that we바카라 사이트™ve retained the Customer Service Excellence standard. In some elements, such as the work we do interacting with our wider and local communities, we바카라 사이트™ve exceeded the standard and achieved a compliance plus grading. Compliance plus grading is assessed as exceptional good practice.

The Customer Service Excellence standard helps customers identify us as an organisation that바카라 사이트™s committed to providing excellent customer service. Our customers are at the heart of everything we do, and we바카라 사이트™re delighted that we바카라 사이트™ve been awarded an external accreditation to demonstrate this commitment.

Updates to this page

Published 21 January 2020