PHS Records Management, part of PHS Data Solutions, has been awarded The Institute of Customer Service (ICS) ServiceMark accreditation, the national standard which recognises an organisation’s commitment to, and achievement in, customer service.
Awarded by the ICS, PHS Records Management achieved the accreditation through a three stage process: an assessment of employees’ engagement with PHS customer service strategy; customer feedback through the UK Customer Satisfaction Index (UKCSI) business benchmarking data; and finally, assessment via an independent auditor who made several site visits to ensure action plans were being met to drive its stated customer service programme.
This latest recognition of PHS’s drive for exceptional customer service follows in the footsteps of PHS Datashred, which recently picked up the ICS mark for the second year in a row.
PHS’s Shared Service Director, Debbie Pugh, said: “I am extremely proud that PHS Records Management has attained the Servicemark accreditation at its first attempt. This demonstrates both our continued commitment to customer service and the hard work our teams have put into achieving the award.
“As a company we are always keen to improve the service we offer to our customers and the feedback we have received from both customers and employees during the process will help us further develop our strategies to ensure we continue to meet and exceed expectations. I am also very pleased for Helen Prentice, our Customer Service Manager, who has led this project having recently achieved the re-accreditation of the same standard for PHS Datashred.”
The ServiceMark is a national standard recognising an organisation’s achievement in customer service, and its commitment to upholding those standards. This top sector quality award provides further reassurance for PHS Records Management customers that its service levels have met the superior standards expected by the ICS.
These awards for the Records Management and Datashred divisions of PHS Data Solutions are a reflection of the company’s determination to meet the robust and systematic process for measuring the quality of customer satisfaction.