East Riding Leisure’s ServiceMark honour

Andy Butler account director, Institute of Customer Service, with Councillor Richard Burton (pictured right).
Andy Butler account director, Institute of Customer Service, with Councillor Richard Burton (pictured right).

East Riding Leisure is celebrating after becoming the first public sector organisation to achieve a ServiceMark award with Distinction.

ServiceMark is the national standard for customer service, developed by the Institute of Customer Services, for organisations of all sizes in any industry.

In order to achieve the standard an organisation must pass rigorous internal and external assessments including a measurement of customer satisfaction.

The process included an online customer satisfaction survey, in which the results for East Riding Leisure gave it a remarkable csi score of 91.3, the highest customer satisfaction rating across all service sectors in the UK.

An online staff survey produced a score of 87.7, against a UK benchmark score for leisure and tourism of 68.6.

There was also a ServiceMark assessment by an independent assessor at East Riding Leisure Beverley and Haltemprice.

Councillor Richard Burton, portfolio holder for civic wellbeing and culture, said: “I am delighted that working towards retaining the ServiceMark has allowed the team to raise the bar on the quality of service we offer our customers.

“The focus on customers is a key reason why we have seen increases in customer numbers, and indeed increases in income levels.

“It’s great news that the Institute of Customer Service is now a major partner for East Riding Leisure, as we continue to aim for excellent service, and make the most of our resources.

“In addition, the health promotion work through leisure services is one of the best examples possible of effective partnership working.

“Staff and customers work together to create an environment that improves community health. The focus on customers is a key element of success.”

The council was the first organisation in the UK to achieve the ServiceMark, in 2009.

It recently renewed its ServiceMark with distinction – only a very small number of organisations in any sector in the UK have achieved this.