Cirencester Friendly has been awarded The Institute of Customer Service (ICS) ‘ServiceMark’ accreditation.
ServiceMark is an independent National Standard which is awarded based on customer feedback through business benchmarking and an internal survey of staff’s understanding of the Society’s customer service strategy.
This accreditation reflects the Society’s commitment to high standards of customer service and recognises the efforts of the Society to achieve this.
Through what has been an incredibly unusual and challenging 18 months, Cirencester Friendly has remained focused on providing excellent customer service to its Members and Financial Advisers. The Society is always looking for ways to develop and improve their service to make interacting with them an effortless and enjoyable experience and so welcomed the chance to work with The ICS to achieve the accreditation. This achievement is therefore a testament to the hard work and dedication of the staff at Cirencester Friendly. 
While the ServiceMark accreditation remains valid for three years this does not mean the Society will stop developing its customer service. Indeed, this accreditation has given the Society the impetus and drive to identify areas requiring improvement, build on current strategies and explore new ways to improve their customer service. The focus is to always be there for their Members and Financial Advisers when they need them most.
Michelle West-Wiggins Head of Customer Care and Business Processing said: “We are delighted with the achievement and recognition that The ICS ServiceMark accreditation brings. Our continued focus is to provide excellent customer service and to be there when Members and Financial Advisers need us most. I feel this achievement recognises the hard work our staff commit to achieving a high standard of service.”
Jo Causon, CEO of The Institute added: “Cirencester Friendly is part of a growing band of organisations who understand that a well thought out customer service strategy can positively affect the bottom line. Achieving ServiceMark is a sign that the Society is determined to demonstrate a commitment to continuously improve customer service standards and constantly evolve plans for service improvement. By acting on the insights gained from customer feedback as part of the ServiceMark accreditation, the Society will be in a stronger position to offer their Members and Advisers what they want, when they want and how they want it.”
