Tag Archives: ServiceMark

Axis Group achieves ServiceMark accreditation from The Institute of Customer Service

Axis Group has successfully achieved the ServiceMark accreditation from The Institute of Customer Service following a major initiative to put customer service at the forefront of its businesses within the security, cleaning and reception services sectors.

ServiceMark is a national standard recognising an organisation’s achievement in customer service and its commitment to upholding those standards. It’s awarded based on customer satisfaction feedback and an assessment of employee engagement with an organisation’s customer service strategy. Not only does ServiceMark accreditation help organisations to understand how effective their customer service strategy is, but the process also identifies areas for future improvement.

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Axis Group CEO Jonathan Levine commented: “We’re the only security, cleaning and reception companies to have achieved the ServiceMark accreditation. Each and every one of our employees has played their part in the process and should be justifiably proud of this recognition.”

Axis Group joined The Institute of Customer Service in May 2017 after recognising that customer service was at the heart of all of its Group operations: “We wanted to benchmark our services against the best and look for areas in which we could improve,” added Levine.

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In the assessors’ report, Axis Group was congratulated for its focus not only on customers, but also employees. “We’re grateful to all those customers and employees who engaged in the assessment process and for their ongoing support as we endeavour to take our customer service to an even higher level.”

Axis Group operates in a very competitive market and Levine believes that building a reputation for service excellence in all its areas of operation can become a crucial USP. Axis customers gave the company a Customer Service Index of 79.4 out of 100 (against a UK Customer Service Index benchmark of 76.9 for the service sector). This Index was generated from customers’ perception and experience of Axis’ service delivery, complaint handling, customer ethos, emotional connection and ethics.

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Jo Causon, CEO of The Institute of Customer Service, stated: “Congratulations to Axis Group for achieving ServiceMark accreditation. It’s a clear sign of the Group’s commitment to continue to improve customer service standards. By acting on the insights gained from customer feedback as part of the ServiceMark accreditation, Axis Group will be in a strong position to offer customers what they want, when they want and how they want it.”

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Axis Group will now hold the accreditation for a three-year period with a re-assessment in late 2020. “Our ServiceMark achievement doesn’t mean that we stop our efforts,” concluded Levine. “We’ve built action plans with short-, medium- and long-term objectives on how we can uphold and further improve the service we deliver to both our colleagues and our clients. The Axis Group journey continues.”

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Axis Group hosts Institute of Customer Service Breakfast Briefing for CEOs

Axis Group hosted an Institute of Customer Service Breakfast Briefing for CEOs during October’s National Customer Service Week, with the event specifically designed to bring UK business leaders together and engage them in the importance of customer service for their organisations.

CEOs attended from sectors ranging from housing and construction through to tourism and the utilities. Themes discussed included how to develop and implement a vision for the UK as a global service leader, how organisations can connect customer service and satisfaction measures to bottom line business performance, what skills and competencies are required in the Boardroom and accountability and reporting.

Challenges faced by the UK’s service industry, such as Brexit, cyber security, Artificial Intelligence, skills shortages and the growing powers of customer review-centric websites were discussed, alongside the growing importance of trust and reputation.

Axis Group joined as a member of The Institute of Customer Service last year and is currently working towards The Institute’s ServiceMark accreditation – the national standard for measuring an organisation’s service levels and commitment to continuous improvement.

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Jo Causon, CEO at The Institute of Customer Service, explained: “A huge Thank You to the Axis Group for hosting our latest CEO Breakfast Briefing event. The debate highlighted the importance of a focus on customer-centricity at Boardroom level and the improvement in business performance this brings. At a time of even greater uncertainty, a sustained approach towards delivering an exceptional customer experience has never been more important.”

Jonathan Levine, Axis Group’s CEO, responded: “The event provided some fascinating insight. We were shown the clear and measurable benefits of investing in customer service in terms of retaining business and customer recommendations, as well as the link between an engaged workforce and excellent customer service. Customer service and focusing on our employees being our greatest asset is key to our business strategy. We must always seek to mitigate the challenges that our industry faces.”

The Institute of Customer Service is the leading independent expert setting and upholding the necessary standards to enable its customers to improve their business performance through service. By supporting members in transforming customer service and professionalism within their organisations, the organisation’s aim is for customer experience to make a positive and sustained impact on individuals, organisations and, indeed, the economic well-being of the UK.

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