Osborne Recognised for its ‘World-Class’ Customer Service

The history of customer service delivered by Osborne has been recognised by the Institute of Customer Service (ICS) with the award of its prestigious ServiceMark accreditation.

Following robust three-day assessments covering areas including professionalism, creativity, quality and efficiency, two of Osborne’s key business sectors – construction and property services – received the award from the ICS.

This is the first time a main UK contractor has received this accolade and Osborne joins only 100 other UK businesses in achieving the required high level of customer service.

Jo Causon, Chief Executive for the Institute of Customer Service, explained, “ServiceMark is increasingly recognised as the standard for customer service excellence. Over 100 organisations have completed or are working towards ServiceMark. It enables organisations to benchmark themselves against best practice, gain a better insight into their customers’ needs and develop strategies to meet them.”

Osborne Property Services was commended on its ‘very strong core focus’ on providing ‘world-class customer service’ and an overall ‘excellent culture’.

Nick Sterling, Managing Director of Osborne Property Services, said, “The award of the ServiceMark is a significant milestone on our journey to ensure that we provide the best possible customer service. I am very pleased that the hard work of the team is yielding results for our customers.”

Andy Steele, Managing Director for Construction at Osborne, also explained, “We are delighted that our dedicated commitment to our customers has been recognised by the Institute. It really proves that we are putting our customers at the heart of everything we do.”

“Our ultimate goal is for our customer to recommend us, which we believe is the best measurement of their satisfaction and customer experience. Thank you to everyone who took part in the assessment process,” he added.

The news continues the strong performance by Osborne after the most recent independent customer satisfaction assessment by the Institute saw OPSL increase its score from 79.7 out of 100, to 82.25.

This comes at a time when the satisfaction levels of UK consumers more widely have slumped.

The latest findings from the UK Customer Satisfaction Index, compiled by the Institute through interviews with 10,000 UK consumers and published last week, shows overall customer satisfaction levels at their lowest since July 2010, at 76 out of 100.

The top performers in the six-monthly UKCSI are retailers John Lewis (87.2) and Amazon (86.7), with online bank First Direct also scoring 86.7.

Organisations in the UKCSI that receive similar scores to Osborne Property Services include retailer Next (82.4) and resort Center Parcs (82.9).