After launching a major customer service initiative over two years ago, AFI has become the only powered access company to hold the coveted Institute of Customer Service ServiceMark accreditation.
ServiceMark enables organisations to benchmark themselves against best practice, gain a better insight into their customers’ needs and develop strategies to meet them.
Carlo Vinci, AFI Customer Service Director, said: “The accreditation gives us a framework to build on, but it is a continuous process. We have come a long way since starting our customer service journey. We were shortlisted for the Customer Commitment category at the Institute of Customer Service UK Customer Satisfaction Awards earlier this year along with some of the UK’s leading companies. We will continue to put our customers at the heart of everything we do and ensure that we continually work towards taking our customer service to the next level.”
The ServiceMark Accreditation is based on results taken from an extensive customer survey, an assessment of employee engagement with the customer service and after a thorough on-site assessment of processes affecting customer experience and satisfaction levels.
In his report the Institute’s ServiceMark Assessor said: “It was good to see the improvements and results already achieved by AFI and how ServiceMark had supported the commitment to work harder to develop an outstanding customer experience.
“A number of areas for improvement have been identified since AFI committed to ServiceMark and I’m confident they will be maintained, completed and continue to impact positively upon the service provided.”
The ServiceMark accreditation further highlights AFI’s strong customer service performance. The latest customer satisfaction assessment carried out by the Institute of Customer Service saw AFI’s score increase 7% over the last year to 79 out of 100.