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

green grass field sunset scenery

Aberystwyth University Wanted CSE

We were unsure of whether to continue with CSE this year because of work pressure of adapting services because of COVID-19 and also stress of undergoing assessment remotely for the first time. However I’m really glad that we went ahead. It was a good opportunity to reflect on what we’d been doing, and because everything we’d been doing had been to support students and staff during COVID-19 crises, I found that we had plenty of recent evidence to be able

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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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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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Midland Heart and Customer Service Excellence

  Midland Heart and Customer Service Excellence This case study shows how an organisation can develop a strategy at the corporate level and then make the strategy operational so that the customer experience is enhanced and improved. Midland Heart are a leading housing organisation in England, delivering homes and services across the Midlands that enable people to live independently. They have 33,000 properties that provide homes for people from different backgrounds. To read further on how Midland Heart benefitted from

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Lisburn & Castlereagh City Council achieves the CSE standard

Lisburn & Castlereagh City Council Capture The Moment Lisburn & Castlereagh City Council’s Sports Services Unit has been recognised for its excellent standard of customer service after achieving the Cabinet Office’s prestigious, Customer Services Excellence Award. The award was presented in recognition of the Unit’s customer focused service and commitment to continuous improvement, following a formal three day assessment against extensive pre-set criteria.  This included customer insights, organisation culture, information & access, delivery of service and timeliness & quality of

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