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The Customer Service Excellence (CSE) Standard is recognised across the UK and it lies at the heart of an overarching strategy to provide public services for all customers which are efficient, effective, excellent, equitable and empowering. It is aligned with the five key drivers of customer satisfaction: delivery, timeliness, information, professionalism, and staff attitude.
The Association has held the CSE accreditation for many years - we are pleased to announce that our three year re-accreditation, due in 2024, has been successful with positive results across the board.
As part of the assessment process, the Assessor conducted a comprehensive review of the Association’s approach to customer service to establish whether the organisation continues to meet the requirements of the CSE Standard.
The Assessor met staff, customers, and partner organisations to hear about the customer focused work being delivered by the Association’s staff teams and, in turn, how this was supporting our tenants and other customers. The Assessor was keen to learn about our partnership working with other local organisations and how this collaborative approach is making a positive difference to tenants and residents in North Glasgow.
During the review, the Assessor had the opportunity to speak with tenants who provided outstanding examples of support and high levels of service. The Assessor was impressed by the staff's dedication to the tenants and other customers, the innovative ways they have demonstrated this commitment and the great value of the excellent partnership work that is taking place in North Glasgow.
You can read the Customer Service Excellence 2024 report now.
