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Customer Service Excellence success

16th September 2019

We are delighted that our commitment to a high standard of customer service has been recognised this month with a successful assessment against the national Customer Service Excellence (CSE) Standard.

CSE focuses on organisations which seek to place customers at the heart of the service provision - looking at the development of customer insight, understanding the user’s experience and measuring service satisfaction.

This was our fourth year in a rolling programme of annual assessments and, having robustly examined this year’s evidence and justification against a range of set criteria - Customer Insight, Culture, Information, Delivery, Timeliness and Quality of Service - we are delighted that the Assessor awarded Habinteg an improved set of outcomes and our best. We have raised our areas of Compliance Plus / Best Practice to 19 and the 38 additional areas of service which make up the full judging criteria all assessed as fully Compliant. This means we have no areas of ‘partial’ or ‘non-compliance’.

The CSE Assessment took place over two days at the end of August with the outcome report published this month. It was noted that Habinteg “has worked hard to develop their service using the Standard as a business improvement tool…” and that the “…Association is well deserving of re-accreditation to the Standard.” We are extremely pleased with the outcome which reflects hard work across the Association in ensuring that high standards are maintained in delivering services to our customers. We are particularly grateful to those tenants and partners who were available to meet with the Assessor during his visit and share their own insight.

Whilst this achievement does not mean we are content to rest on the result, it is an Assessment we are rightly proud of and one which we will use as encouragement to driver further improvements.

Customer Service Excellence success
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