Posted on 06 September 2019
ServiceMark is a national customer service standard, recognising an organisation's achievement in customer service, and its commitment to upholding those standards.
Assessors said they were impressed with Cross Key Homes’ commitment to putting customers at the heart of its business and that staff were “serious about doing the right thing, driving improvement and delivering the best outcome for their customers”.
CKH Chief Executive, Claire Higgins, said: “We have always been customer-focused, but there has been a real shift and a renewed focus in the last few years to deliver great customer experience on more than one level, by being creative and responsive to their needs.
“We are always looking at new ways to improve; we opened CKH Customer Central in Peterborough last year and developed a customer portal and live chat on our website. We also get immediate feedback from customers using short satisfaction surveys after every contact.
“But people still like the personal touch – especially as some customers can be very vulnerable and face big challenges. We pride ourselves on our great frontline services delivered by a knowledgeable, passionate and friendly team.”