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Customer Service Excellence 2023

Customer Service Excellence 2023
Rapid is proud to have obtained the three-year re-certification to the Customer Service Excellence Standard. This quality mark recognises organisations focusing on their customers' needs and preferences.

The award is one that the company is exceptionally proud of and has worked hard to achieve. Everyone at Rapid has played a role in helping us to achieve the CSE Standard because customer service encompasses every aspect of the organisation. Rapid has achieved a high level of customer service throughout its operation in areas such as customer engagement and consultation, customer experience, company culture, information quality and service delivery.

The Standard has 57 elements grouped into five critical criteria: Customer Insight, the Culture of the Organisation, Information and Access, Delivery, Timeliness and Quality of Service. Rapid was assessed because of a documented application, a customer survey, and a two-day assessment where the assessor met with members of Rapids staff, customers, partners, and Rapid's senior management team.

During the assessment, Lorna Bainbridge from the Assessment Services praised the company in several areas. Such as having an in-depth understanding of its customer groups and the introduction of continuous improvement projects. Other areas of strength included staff feeling empowered to make informed decisions about improvements to service levels with a focus on constant improvement.

Rapid's Customer Support Manager, Angie Martin, Customer Support Supervisor Siobhan Lloyd and Operations Manager Ed Parry managed the Customer Service Excellence accreditation project. They said, "We are delighted that we have been recognised for the Customer Service Excellence Standard. Customer Service is a crucial focus of our business and reflects the importance we place on delivering the best customer experience for all of our customers."

View our Customer Service Excellence certificate here

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