Opus Gains Institute of Customer Services ServiceMark Accreditation
We are pleased to announce that Opus has been awarded the ServiceMark accreditation by the Institute of Customer Services.
ServiceMark is a national standard recognising an organisation’s achievement in customer service, and its commitment to upholding those standards. ServiceMark is awarded based on customer satisfaction feedback and an assessment of employee engagement with the organisation’s customer service strategy.
In order to gain this prestigious accreditation, more than 100 customers had to complete an independently carried out survey, together with 80% of staff at all levels within the business.
Having successfully achieved the UK Customer Satisfaction Index (UKCSI) business benchmarking criteria, we were entitled to proceed to the next stage which was to design and implement an action plan to develop any areas of improvement. This was followed by a two-day onsite assessment by the Institute of Customer Services auditor, who needed to verify we successfully delivering the plan.
The auditor was very impressed with all of the customer service initiatives we had undertaken and how customer service was a focus throughout all areas of the business. Based on the auditor’s report, we were recommended to the ICS Board who subsequently awarded us with the ServiceMark.
A big thank you goes out to everybody who contributed to the survey, your responses have contributed greatly in us gaining this accreditation.