Customer Service Excellence Standard Updated: What It Means for Organisations in 2026
The updated Customer Service Excellence Standard has launched. Here’s what’s changed, why it matters, and how organisations can prepare.
learning from experience
The updated Customer Service Excellence Standard has launched. Here’s what’s changed, why it matters, and how organisations can prepare.
South Derbyshire District Council has achieved the Customer Service Excellence standard following an independent assessment by Richard Adkins, demonstrating a strong commitment to high-quality, customer-focused services.
SCTS used Customer Service Excellence to strengthen service consistency, staff engagement and support for diverse court users.
Personal Homecare Pharmacy explains how the Customer Service Excellence Standard helped improve patient-centred care and service quality.
Higher Education is under growing pressure to deliver faster, smarter, more personalised services — while funding tightens and demand increases. Today’s students compare their university experience not just to other institutions, but to Amazon, online banking and real-time digital services.
So how can universities meet rising expectations without burning out staff or compromising academic standards?
In this article, we explore how automation, transparent service levels and structured frameworks like Customer Service Excellence (CSE) accreditation are helping institutions move from reactive firefighting to sustainable service design.
If service excellence is now a strategic priority, this is where to start.
How the University of Hertfordshire’s Student Enquiries and Enrolment Team used Customer Service Excellence to embed governance, collaboration and continuous improvement.
Our latest Customer Service Excellence Collaborative Forum explored how organisations can turn complaints into meaningful improvement. Here are the key insights — with the full discussion available inside the Assessment Services Community.
Carlisle Brass Ltd improved service delivery, team engagement, and stakeholder trust using the Customer Service Excellence Standard.
Should our net‑zero ambitions pause in the face of external pressures—or double down? Governance leaders at GGI‑sponsored webinar argue for steadfast commitment: treating sustainability not as a cost centre but as a moral and strategic imperative—underpinned by frameworks like the One Planet Standard.
For over 15 years, Northumbria University’s Student, Library and Academic Services (SLAS) has embedded the Customer Service Excellence (CSE) Standard into every aspect of student life. From creative feedback methods like “love letters and break-up letters” to impactful journey mapping, their commitment to putting customers first has transformed both services and staff culture. Discover how their collaborative, multi-service approach continues to drive innovation, pride, and outstanding student experiences.