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Cirencester Friendly awarded ICS accreditation

Jake Carter

August 18, 2021

Cirencester Friendly has been awarded The Institute of Customer Service (ICS) ‘ServiceMark’ accreditation.

ServiceMark is an independent national standard awarded based on customer feedback through business benchmarking and an internal survey of staff’s understanding of the society’s customer service strategy.

The accreditation will remain valid for three years, and the society intends to build on its current strategies and look to ways to improve customer service within that timeframe.

Michelle West-Wiggins, head of customer care and business processing at Cirencester Friendly, 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, chief executive of The Institute of Customer Service, 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.”


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