HTS have recently undergone assessment for Customer Service Excellence accreditation. Following a rigorous process the outcome was that we met the standard and have now received our accreditation certificate.
This is excellent news for HTS and demonstrates our commitment to provide high quality services to our customers.
Customer Service Excellence award (CSE) is a government backed industry standard that assesses whether services are efficient, effective, excellent, equitable and empowering, using 57 different criteria. It ensures that organisations always put their users at the heart of their service provision.
The CSE scheme has existed in its current guise since 2008, when it replaced the ‘Charter Mark’ as the Cabinet Office’s approval for customer service. The Charter Mark existed exclusively for public sector organisations, but Customer Service Excellence award is aimed at private and public sector.
It was developed to offer public services a practical tool for driving customer-focused change within their organisation. At the heart of the tool is the Customer Service Excellence standard which tests those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. Emphasis is also placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.