About the Standard
The Customer Service Excellence Standard has been the benchmark for customer service quality for over two decades, helping organisations across the UK deliver outstanding experiences.
The Story of the Standard
Customer Service Excellence was created by the UK Cabinet Office and replaced the Charter Mark in 2008, building on decades of experience in helping public and private sector organisations improve their service delivery. The Standard was developed to be more rigorous, more practical, and more focused on the actual experience of customers.
Today, it is recognised across all sectors as the definitive Standard for customer service quality. Hundreds of organisations hold the certification, from small local authorities to major national institutions.
The Standard is independently assessed by certified assessment bodies, ensuring that certification is meaningful, credible, and consistent.
The Mission
To provide a practical, evidence-based standard that enables organisations to deliver consistently excellent customer service and demonstrate their commitment to continuous improvement.
The Vision
A world where every customer interaction is positive, professional, and puts people first — and where organisations have the tools to make that vision a reality.
What the Standard Stands For
The core principles embedded within the Customer Service Excellence Standard.
Customer Focus
The standard places the customer at the heart of service delivery. Certified organisations demonstrate a genuine commitment to understanding and responding to the needs of the people they serve.
Rigour & Credibility
Certification is independently assessed and evidence-based. It is earned through demonstrated commitment — ensuring the standard carries real credibility across all sectors.
Continuous Improvement
Excellence is an ongoing commitment. The standard encourages organisations to reflect on their performance and strive for meaningful, sustained improvements over time.