We are very proud to be among the first 100 organisations in the country to be formally credited with the government’s new Customer Service Excellence (CSE) standard, which replaces the Charter Mark. WE received a letter from the Prime Minister Gordon Brown to congratulate us on the achievement.

The standard will help us to continuously improve the services we offer across all parts of the business by helping us to focus our efforts on the customer and the parts of the service that they say are the most important to them. It is also designed to help us better understand the experiences that our customers have and to focus on measuring and improving satisfaction. We are now working with the Cabinet Office as a role model for others who aspire to match our achievement.