The Standard
Customer Service Excellence is structured around 5 criteria, 12 principles, and 39 elements. Browse the full standard below.
To achieve certification against the Customer Service Excellence Standard, organisations are required to meet at least 31 of the 39 elements.
A maximum of 8 Partial Compliances may be permitted, provided that the overall threshold of 31 fully met elements is achieved.
Assessment Ratings
During formal assessment, each element is rated against four levels of compliance.
Evidence shows requirements are thoroughly integrated with consistent creativity and innovation. Practices are widely regarded as outstanding or exemplary.
Evidence confirms requirements are applied consistently and embedded in behaviours and practices, with minimal areas for further development.
Evidence confirms requirements are applied inconsistently or have not been in place long enough to verify they are embedded and effective.
Evidence confirms the requirements of the element have not been addressed.
A clear structure to understand the Standard
The Customer Service Excellence Standard is built around five criteria, broken down into twelve principles. Select a criterion to explore the principles that sit within it — each one made up of measurable elements organisations are assessed against.
Customer Identification
Know your customer groups and their needs through current, reliable data.
Engagement & Feedback
Engage and consult customers in planned ways that produce representative feedback.
Measuring Customer Satisfaction
Set targets and measure satisfaction across service areas and customer groups.
Access the Full Standard
Enter your details below to browse the complete standard of 5 criteria, 12 principles, and 39 elements.