Institute of Customer Service : Service Mark with Distinction


We are delighted to be one of only 14 companies who have achieved this level of accreditation.

Service Mark is a national standard recognising an organisation’s achievement in customer service, and its commitment to upholding those standards.

It has been a 12-month process to achieve the accreditation.

This has included  a review of our customer service strategy, processes and operational delivery, as well as feedback from both customers and employees.

The assessment included a full week visit where the assessor chose randomly who she wanted to see and interviewed them at some length, observing them doing their roles – spending over 40 hours in the operational centre.

We have also continued to make significant progress in the latest UK Customer Satisfaction Index. We are the most improved utility company and the 5th  most improved company overall.

Our latest score of 78.4 was higher than the all-sector average. We were 5th most improved company in the overall index, from 247 organisations, many leading customer service organisations and most improved company in the Utilities category.