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 cleaning, security 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 is 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 understand how effective their customer service strategy is, but the process also identifies areas for future improvement.
Axis Group CEO Jonathan Levine says gaining accreditation is an incredible achievement: “We are 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,” Jonathan continues.
In the Assessors report Axis Group was congratulated for its focus not only on customers but also employees: “We are 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 Jonathan 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.
Jo Causon, CEO of The Institute of Customer Service, said: “Congratulations to Axis Group for achieving ServiceMark accreditation. It is a clear sign of their 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.”
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,” says Jonathan. “We have 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 journey continues.”