Premier Achieves ServiceMark Accreditation with Distinction

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We’re delighted to announce that we have been reaccredited with ServiceMark award from the Institute of Customer Service – and this time around, it’s with Distinction. 

What is the ICS ServiceMark?

The ICS ServiceMark is awarded based on customer satisfaction feedback and an assessment of employee engagement with customer service strategy. It helps organisations understand how effective their customer service strategy is, and identifies areas for improvement. Undergoing ServiceMark accreditation is an opportunity to demonstrate how good a company’s customer service really is, as well as find ways to develop it further. Essentially, it is a barometer of the state of customer satisfaction in the UK.


How customers describe their experience with us

Premier Customer Satisfaction Index
UK all-sector Customer Satisfaction Index average

What is involved?

There are three stages to the ServiceMark Accreditation:

  1. Self-assessment using ServCheck: an assessment of employees’ engagement with customer service strategy.
  2. Customer feedback: obtained through UK Customer Satisfaction Index (UKCSI) business benchmarking data.
  3. Independent assessment over a number of site visits to verify you are meeting the benchmarks and implementing action plans to develop areas of improvement.

How did we measure up?

ServCheck, one third of the review, is an assessment from the employees side. The online survey assesses our employees views of how our strategy, organisation, culture and processes enable us to deliver world class customer service. It also helps us to benchmark against other sectors and identify areas of focus for our service development plan. Our ServCheck Index of 85.81 proved considerably higher than the overall Insurance Index of 73.32, and even more so than the entire UK average of 70.97.

Subsequently, our client survey used to provide customer feedback followed a similar trend. Our Customer Satisfaction Index of 86.4, was well above the Insurance Index of 78.6, and once more both figures were above the overall UK Index of 77.0.

The result was a reaccreditation of the ICS ServiceMark, this time around with Distinction. The ICS ServiceMark with Distinction is a commendation that has only been awarded to 15 companies in the UK this year, placing Premier in the top echelon of customer service in the UK.

ICS ServiceMark Accreditation with Distinction – awarded for 2021 – 2024

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Paul Couchman


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