The Customer Service Excellence Standard

Customer Service Excellence (CSE) is a nationally recognised standard designed to drive customer-focused change, the standard aims to make a tangible difference to service users by encouraging provider organisations to focus on their individual needs and preferences.

The standard is aimed at all organisations, providing them with the tools to drive truly customer-focused services. However no restrictions have been imposed on eligibility and the standard can therefore be readily applied in the public, commercial or third sectors where business need to consistently review their approach and ensure it is truly focused around their customers.


Customer Service Excellence® Standard can deliver real benefits to your organisation whether you operate in the public or private sector. Top organisations in the UK embrace customer service excellence, are nationally recognised for benchmarking, improved staff satisfaction, reduced number of complaints.

  • Derived from Best Practice and research
  • Provides structure and discipline
  • Creates milestones
  • Validates excellence
  • Rewards excellence
  • Embeds and drives continuous improvement
  • Provides insight into your own organisation (how customer-focused are you)
  • Gives improved understanding of customer issues (by developing customer insight)
  • Improves relationship with and satisfaction of customers
  • Provides a skills development tool building real team spirit and morale
  • Independent validation of achievement in customer service.
Value for Money (YTD)
Customer Satisfaction (YTD)
Retention (YTD)

At Assessment Services we take a different approach to other assessment bodies. We are committed to ensuring that our assessments add value to our customers and our philosophy is…

‘We Care, We Assess, We Add Value’.

We work with you to help you understand what is needed to achieve excellent customer service. We care enough to challenge our customers at each stage to ensure the maximum benefit of the assessment. We have worked tirelessly to make the process as efficient as possible, creating less impact on you while maintaining very high standards.


Here are a few key points that we are proud of;

  • Our assessments are cost-effective
  • Our processes are customer friendly
  • We utilise modern technologies, i.e Cloud Computing systems, and A.I.
  • We have over 3 decades of experience in assessing companies and organisations in all three sectors
  • We are the only assessment body in the UK to have Assessors that are SFEDI level 5 qualified in assessing organisational standards
  • Unique assessment processes to support the evidence gathering process Techniques are used to provide a wider scope of feedback to ensure rigour but is less intrusive
  • Our customers can track their 3-year assessment journey by uploading and scoring their evidence on our unique online assessment tool. Giving them access to their Assessor feedback that is open, transparent and challenging
  • We love to celebrate customer success

If you are ready to start your personalised journey then please get in contact with us...

Fill in the form below and we will contact you via your preference. If you would rather talk to some then give us a call 020 3880 5059

Check out some of our customer cases studies and testimonials

Nottingham Trent University

NTU – Student Services Centre Case Study The Student Services Centre (SSC) at Nottingham Trent University (NTU) is the one-stop shop for general enquiries and gateway to Student Support Services. We have SSC Advisers at all three campuses, who can provide card services, enrolment support, information and guidance on all student matters. We refer and direct students to specialist support services including Health & Wellbeing, Disability Support, Financial Support and International Student Support. With commitment to delivering high-quality services to

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two people sitting during day

Intellect Business Services

Why did you wish to achieve the Customer Service Excellence Standard? We were already aware that we delivered great CS but we wanted to formalise this quality, publicise our standards more widely to build the business and to have a benchmark by which to measure our service so that we continually assess and improve/maintain our high level of CS. The Approach to achieving the Standard As Business Development Manager, I led the assessment as a project. After initial discussions with

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green mountain

Link Contracting Services Ltd

Why did you wish to achieve the Customer Service Excellence Standard? Our company values are 100% Safe, Right First Time, Complete On-Time, Develop Our People and Community Focus. As an award-winning company for H&S and Social Value, we also wanted to showcase our customer service standards in line with Right First Time and Complete On-Time and benchmark ourselves against the gold standard in this area. The Customer Service Excellence Standard was the perfect framework to achieve this. The Approach to

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Goldsmith’s, University of London

Goldsmiths, University of London Case Study The Student Experience Directorate at Goldsmiths, University of London has been working with Excellence Squared / Assessment Services for the last three years. We have been very impressed with the service and support that they have been able to offer us, from initial advice and guidance, a thorough pre-assessment process and regular catch up meetings right through to the on-site assessment stages of the accreditations that we eventually gained. We undertook two awards simultaneously,

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Cardiff University – Continuing Professional Development Unit

Why did you wish to achieve the Customer Service Excellence Standard? We were initially made aware of the Customer Service Excellence (CSE) Standard by Simon Wright, Academic Registrar and the head of Cardiff University’s Academic and Student Support Services (AcSSS). Another department within the service (Libraries) was already taking part and we were encouraged to get involved to interrogate all aspects of our customer service and explore ways to continuously improve standards. We are now in our fifth year of

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