Certsure has become a member of the Institute of Customer Services (ICS), joining companies such as BMW, Virgin and Sainsbury’s. The move is part of Certsure’s effort to deliver the best service it can provide.
ICS is a membership organisation that works with brands to improve the overall customer experience. It provides an individual assessment of an organisation’s culture and approach to customer service.
Kate Birtles, director of customer experience at Certsure, which operates the NICEIC and ELECSA brands, says of the membership. “This is our commitment to deliver an ongoing, improved service.
“Over the next two years we want to achieve ICS’ ServiceMark accreditation – a national standard recognising an organisation’s achievement in customer service, and its commitment to upholding those standards.”
ServiceMark is based on customer satisfaction feedback and an assessment of employee engagement within an organisation. The process helps organisations understand how effective their customer service strategy is, and identifies areas for improvement.
“In 2014 we launched our customer charter which was a promise to measure and report back on our customer service levels,” adds Kate.
“We now want to take the next step. This is our commitment to listen to customers’ concerns and identify any areas which might require improving.”
Certsure LLP is a wholly owned subsidiary of Electrical Safety First and Electrical Contractors’ Association, trading under the names NICEIC and ELECSA. NICEIC and ELECSA maintain and publish registers of electrical contractors that they have assessed against particular scheme requirements, including the technical standard of electrical work.
