Axis Group has achieved a sector first: accreditation by the Institute of Customer Service following a major initiative to put service at the forefront of its cleaning, security and reception businesses.
ServiceMark is a national standard recognising an organisation's achievement in customer service and its commitment to upholding that standard. It is awarded based on customer satisfaction feedback and an assessment of employee engagement with an organisation's customer service strategy.
Axis Group CEO Jonathan Levine said: “We are the only security, cleaning and reception companies to have achieved the ServiceMark accreditation. Each and every one of our employees has played their part in the process and should be justifiably proud of this recognition.”
Axis Group joined the Institute in May 2017 after recognising that customer service was at the heart of all of its operations. Positioned in a very competitive marketplace, the group believes that building a reputation for service excellence in all its areas of operation can become a crucial USP.
Axis Group operates in a very competitive market and Jonathan believes that building a reputation for service excellence in all its areas of operation can become a crucial USP. Axis customers gave the company a Customer Service Index of 79.4 out of 100 (against a UK Customer Service Index benchmark of 76.9 for the service sector). This Index was generated from customers’ perception and experience of Axis’ service delivery, complaint handling, customer ethos, emotional connection and ethics.
Jo Causon, CEO of The Institute of Customer Service, said: “Congratulations to Axis Group for achieving ServiceMark accreditation. It is a clear sign of their commitment to continue to improve customer service standards. By acting on the insights gained from customer feedback as part of the ServiceMark accreditation, Axis Group will be in a strong position to offer customers what they want, when they want and how they want it.”
Axis Group will now hold the accreditation for a three-year period with a re-assessment in late 2020. “Our ServiceMark achievement doesn’t mean that we stop our efforts,” says Jonathan. “We have built action plans with short-, medium- and long-term objectives on how we can uphold and further improve the service we deliver to both our colleagues and our clients. The journey continues.”