How It Works
From understanding the standard to achieving certification — here's your step-by-step guide to the Customer Service Excellence Standard journey.
Understand the Standard
Download and review the full Customer Service Excellence Standard. Familiarise yourself with the five criteria and the 39 elements you'll be assessed against. This gives you a clear picture of what excellence looks like.
Self-Assessment
Conduct an honest self-assessment of your current service against each element. Identify where you're strong, where you need improvement, and what evidence you already have in place.
Choose an Authorised Assessment Body
Select one of the Authorised Assessment Bodies to work with. They'll guide you through the process and arrange your formal assessment when you're ready.
Formal Assessment
An assessor visits your organisation, reviews your evidence, talks to staff and customers, and evaluates your service against the standard. You'll receive a detailed report with findings.
Certification & Annual Review
If successful, you'll receive your Customer Service Excellence certification. This is reviewed annually through a lighter-touch assessment to ensure standards are maintained and improvements continue.
Common Questions
How long does the process take?
From initial self-assessment to certification typically takes 3-6 months, depending on your organisation's size and readiness.
How much does it cost?
Costs vary depending on the size of your organisation and the Authorised Assessment Body you choose. Contact an Authorised Assessment Body directly for a quote.
Do we need to be perfect to pass?
No. The standard recognises that improvement is a journey. You can achieve certification with some areas marked as "partial compliance" as long as you have a plan to address them.
Can any organisation apply?
Yes. The standard is open to all organisations — public, private, or voluntary sector — that deliver services to customers or citizens.