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The Charter Mark (UK only)

World Class Customer Service powered by Continuum™

The Charter Mark (UK only)

The Charter Mark is the UK Government’s national standard for the improvement of customer service within the public sector. It fits with the Government's agenda for public service reform by focusing on key criteria such as setting standards, consulting users, using resources effectively and delivering customer satisfaction.

Charter Mark is recognised as the tool for continuous improvement in customer service and is unique in its focus on the service the customer actually receives. Using the Charter Mark principles helps organisations determine what the customer wants and how that can be delivered effectively. Organisations can use the Charter Mark as a recognition of the excellence in customer service they have achieved, demonstrating to themselves and the wider public the high level of service that can be expected.

In short, the Charter Mark standard is about putting customer's first and promoting choice flexibility and innovation in public services. It forms a key part of the Modernising Government agenda and is an essential tool which many organisations use to improve their quality of service and responsiveness to their customers' needs.As well as the main aim of improving customer service, Charter Mark holders report that success has a positive impact upon staff morale by acknowledging their commitment to customer care and the service they actually deliver.

Creating a foundation for Charter Mark Success (UK only)

With the acceptance that modern public services need to be more customer focused, Charter Continuum can help organisations achieve Charter Mark accreditation by addressing core aspects of the accreditation criteria.

Criterion 1
Customer Insight
Charter Continuum allows organisations to consult and engage with its customers and use the information received effectively in the design and delivery of services and monitor the outcomes achieved by the satisfaction levels of customers.

Criterion 2
The Culture of the Organisation
Charter Continuum supports a more customer focused culture throughout an organisation ensuring a consistent approach to customer service delivery, and can demonstrate how frontline knowledge of customers can feedback  to policy makers to drive service design and improvements.

Criterion 3
Information and Access
Charter Continuum is a multi-channel contact solution providing a wide range of options for customers to contact organisations combined with customer feedback intelligence on how information and access to services can be improved from a customer perspective.

Criterion 4
Delivery
Charter Continuum allows organisations to monitor the delivery of core services and promises to individual customers by ensuring dips in performance and problems with service delivery can be quickly identified and tackled through effective complaints management.

Criterion 5
Timeliness and Quality of Service
Charter Continuum provides consistent customer service delivery with measurable and timely responses to all forms of customer contact across a single department or enterprise environment ensuring information can be transferred between parties within and outside the organisation.