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Osborne Retains Coveted Customer Service Standard

Osborne property services have once again retained the Institute of Customer Service’s ‘ServiceMark’.

ServiceMark is a national standard which recognises 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 your organisation’s customer service strategy.

Having first obtained ServiceMark in 2012, Osborne Property Services has continued to exceed the stringent criteria, independently measured, to retain the standard each year since then.

In awarding the standard, the ICS has scrutinized Osborne’s strategy, culture and processes and how engaged their staff are in delivering great customer service.

They excelled against the criteria which recognises commitment to customer service, scoring above the benchmark for seeing it as a key corporate value.

They also performed above the benchmark for hands on delivery, scoring 84% for helpfulness and 83% for competence of staff.

Customers commented:
“I found them to be easy to deal with and cannot think how they can improve.”

“There has never been an occasion where I have experienced anything but a job well done. There is little that could be done to improve my personal experiences with the Operatives from Osborne Property Services or the work they have carried out for me.”

Carol Bailey, Managing Director Property Services said:
“We’re delighted to have retained the ServiceMark standard again this year.  It’s incredibly important to us because it recognises our genuine commitment to get things right for our customers.

“We’ve had some fabulous feedback from customers, but also some useful pointers for where we could be better.  We’re always looking for ways to improve and ServiceMark helps us to identify where and how we can do that.”

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