The Customer Service Excellence (CSE) standard (previously called Charter Mark) tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. Amongst other things, achieving the standard demonstrates that an organisation recognises the importance of developing customer insight, understanding the user’s experience and having robust measurements of service satisfaction. LACORS successfully achieved CSE status in June 2008 (with its first application and assessment) and is committed to making further improvements in the services we provide to our customers at the 3 yearly reviews of the standard.
At our first health check in June 2009, we were able to demonstrate further improvements and our assessor commented that “we have the energy and drive to explore and acquire new skills in the area of customer focus and customer engagement”.
LACORS also received a letter of commendation from Gordon Brown for being one of the first 100 organisations to achieve the new Customer Service Excellence standard.
Further details on CSE work are available on the emqc website (our certification body) http://www.emqc.co.uk/images/stories/Recent%20News/Case%20Studies/LACORS%20(Oct08).pdf