Rapid is very proud to have been awarded the Customer Service Excellence Standard, a Quality mark which recognises organisations that focuses on the individual needs and preferences of its customers.
It is an award that the company has exceptionally worked hard to achieve, and means that 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 key criteria: Customer Insight, the Culture of the Organisation, Information and Access, Delivery, Timeliness and Quality of Service. Rapid was assessed as a result of a documented application and an on-site two day assessment where assessors met with members of Rapid's senior leadership team, managers and staff.
During the assessment the company was singled out for special praise in a number of areas, such as having an in-depth understanding of its customer groups through its qualifying questions, its responsiveness to customer feedback within website development, and its work with education establishments and support of local and national charities. Other areas of strength included the confidence of staff to make informed decisions about improvements to service levels, as well as the quality and content of verbal and written communication.
Also highly merited was the development and publication of the company's Customer Charter
, which sets clear expectations for supporting, informing and delivering to customers across Rapid's key sectors. The Customer Charter is based on feedback received from customers and employees.
Rapid's Customer Experience Manager, Victoria Bennett (pictured above with the award), managed the Customer Service Excellence accreditation project. "I am delighted that we have been recognised for the Customer Service Excellence Standard," said Miss Bennett. "This has become a key focus of our business and reflects the importance we place on delivering a quality experience to our customers. Everyone at Rapid has played a role in helping us to achieve the CSE Standard, because customer service encompasses every aspect of the organisation."
View our Customer Service Excellence certificate here