creating communities to be proud of
customer service proves to be excellence
We were thrilled last year when we successfully achieved the government’s Customer Service Excellence standard which offers organisations such as ours a practical tool for improving the way we respond to you - our customers.
So we’re even more delighted to announce we have now maintained the Customer Service Excellence standard, and have demonstrated compliance with the standard in three areas that we were previously only “partially compliant” last year. These are:
- Using customer insight to inform policy and strategy and to prioritise service improvement activity
- Evaluate how customers interact with the organisation through access channels and use this information to identify possible service improvements and offer better choices
- Identify any dips in performance against our standards and explain these to customers, together with the action we are taking to put things right and prevent further recurrence
As part of our ongoing assessment programme an assessor spent a couple of days on-site with us, meeting with residents and partner organisations, visiting our offices and neighbourhoods and seeing how we work.
We will continue to work to demonstrate compliance in the small number of areas for which we are yet to achieve the standard (now only seven out of 57 in total).
For more information, please contact Shoreline business improvement manager Leigh Collingwood on 01472 572251 or email leigh.collingwood@shorelinehp.com
The Customer Service Excellence standard tests delivery, timeliness, information, professionalism and staff attitude and whether as an organisation we are developing customer insight, understanding our customers’ experience and measuring levels of service satisfaction.
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Registered Charity Number 1107876. |
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