CSE – Customer Service Excellence

  • What is Customer Service Excellence?

    Customer Service Excellence (CSE) is the UK national standard for excellence in customer service. Launched in March 2008, it has replaced and greatly enhanced the previous Charter Mark Standard. The standard is administered by the Government’s Cabinet Office.

    It is based around the following five criteria

    1. Customer Insight
    2. The Culture of the Organisation
    3. Information and Access
    4. Delivery
    5. Timeliness and Quality of Service

    These are underpinned by key concepts, such as –

    • Customer Insight
    • Customer Segmentation
    • Customer Journey Mapping
    • Leadership
    • Drivers of Customer Satisfaction
  • What are its benefits?

    In these very testing economic times, delivering on customer service might just be the factor which makes a difference between business success and failure. The CSE standard can give you these key benefits –

    • acts as a driver of continuous improvement in your business
    • gives you insight into your own organisation (how customer focused are you?)
    • gives improved understanding of your customer and what matters to them (by developing customer insight)
    • improves your relationship with your customers and their level of satisfaction
    • develops customer facing skills
    • builds team spirit and morale
    • provides an independent validation of your achievements in customer service
  • How we can help you implement and maintain it

    We have experts on the working of Customer Service Excellence, who have been instrumental in designing and delivering training for assessors and internal reviewers. We will provide you with a tailor-made service, including

    • working with managers and employees to develop a full understanding of CSE
    • delivering bespoke training for managers and internal reviewers
    • identifying the key benefits for you
    • establishing a clear picture of how CSE dovetails with your business strategy and with any other improvement frameworks such as ISO 9001 or the EFQM Model
    • guiding you through all the stages required to prepare for/achieve the standard, including liaison with an appropriate certification body
    • helping to embed the required customer focus skills and processes within your organisation
    • providing continuing support ahead of any re-assessment

    Ask The Expert

    Click here to Ask Andrew

  • Related pages and links

    Client & Customer Surveys

    EFQM Excellence Model

    EFQM Ambassadors

    Continuous Improvement

    Links to the Customer Service Excellence website

    Click here for more details about the Customer Service Excellence standard

    Click here to register to use the Customer Service Excellence self-assessment tool and check your current status

    Cabinet Office commissioned research into the drivers of public service customer satisfaction

    Click here to see research conducted by MORI for the Cabinet Office’s Office of Public Services Reform