News

Brightwell accredited to ServiceMark

Following a final assessment from the Institute of Customer Service in May, Brightwell has been officially awarded the ServiceMark Accreditation.

ServiceMark is a national standard, independently recognising an organisation’s achievement in customer service and its commitment to continuous improvement.

ServiceMark is awarded based on an organisation’s levels of customer satisfaction (Business Benchmarking based on UKCSI and UK Customer Priorities) and an assessment of employee engagement with their customer service strategy and commitment to their customers (ServCheck based on the Institute’s Service Experience Model).

Brightwell scored highly in both the Institute’s Business Benchmarking results (89.1 against a UKCSI all-sector average score of 76.1) and ServCheck results (81.7 against a UK benchmark of 78.4) and greatly contributed to our organisation attaining the accreditation.

Jo Causon, CEO, The Institute of Customer Service, said:

“Congratulations to the team at Brightwell for their ServiceMark accreditation. Achieving ServiceMark shows a clear sense of purpose, strong values, and a commitment to continuously improving their long-term customer service strategy. We look forward to working with Brightwell as members to build upon this successful foundation and further strengthen their service offering.”

Brightwell Head of Member Services, Andy Whitelaw, said:

“We’re thrilled to receive this independent recognition from the ICS which acknowledges the high-quality service we provide. This accreditation clearly and publicly displays our commitment to excellence in member service, and we look forward to working with the ICS in the future.”