SEVEN UP: MAINTAINING EXTERNAL RECOGNITION FOR OUR SERVICE EXCELLENCE STANDARDS

Bureau Veritas UK & Ireland is delighted to have been recertified for the seventh consecutive year for Customer Service Excellence at our Birmingham head office, demonstrating our commitment to ongoing service standards.

As an organisation, we pride ourselves on building partnerships with clients to help deliver a better service and ensure a good customer experience. We have also worked hard to implement client feedback mechanisms to monitor and maintain the standard of our service.

The Customer Service Excellence certificate was awarded by the Centre for Assessment, ensuring that we can continue to use and display the prestigious Customer Service Excellence hallmark.

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Bureau Veritas has also been nominated for ‘Compliance Plus’ status for our pioneering ‘Restart Your Business’ solution during the Coronavirus pandemic. Compliance Plus recognises ‘behaviours or practices which exceed the requirements of the standard and are viewed as exceptional or as exemplar to others, either within the organisation or the wider customer service arena.’

Measuring our service standards

One of the mechanisms used to demonstrate our commitment to customer excellence is Net Promoter Score (NPS), a globally-recognised metric for customer experience and loyalty.

Our performance is independently assessed and the UK business has a current one year rolling score of 51, representing an excellent level of feedback for the work we have completed. This figure has continuously improved since we started recording NPS in 2018.

Ken Smith, UK Chief Executive, said: “We place a huge emphasis on delivering service excellence and it is fantastic to be able to engage with clients in this way to understand how we are performing. We’ve put in place a number of measures for performance analysis, including Net Promoter Score, all of which contribute towards the Customer Service Excellence certification process.

“This is all about understanding what we are doing right and what can be improved so we can drive continuous improvement. We will continue to take proactive steps to drive and enhance our customer service standards going forward as we aim to achieve CSE certification for eight consecutive years and more.”

External recognition

The report from Centre for Assessment praised our approach to customer service, highlighting our variety of services, determination from employees to support customers and the systems in place to monitor our customer service performance.

It said: “Bureau Veritas UK Limited can be proud of having met the Customer Service Excellence Standard again with a good level of compliance. They have demonstrated excellent practice in providing relevant evidence and co-operation giving access to all areas of provision during its Customer Service Excellence assessment. Staff are keen to ensure their customers are given the assistance, guidance and support they require.

“There is a real passion shown by staff to provide a quality service. A positive professional attitude in their approach, a real commitment to deliver promised quality service and an obvious interest in their customers, all this was evident during the assessment. There is also a strong determined leadership from senior management with the customer at the heart of their plans and service, always looking to identify service improvements.”