Clarity became a member of The Institute of Customer Service in 2020, affirming our continual commitment to provide our clients with the best possible customer experience.
The Institute is the independent, professional membership body for customer service who both set and uphold the standard to enable their members to improve their business performance through service.
As a member, Clarity receive access to the Institute’s research, training, accreditation, and networking. In addition to this, we will be able to benchmark progress against other leading organisations in customer service standards using the UK Customer Satisfaction Index.
It’s always been important to Clarity that our customers know we want to achieve the very best for them.
Our Head of Customer Experience, Annette Ritson, says of our approach:
‘We’re very proud of the commitment our teams have when it comes to customer service. We regularly survey our clients to monitor our customer satisfactions (Csat, customer effort (CE) and net promoter score (NPS). Our ethos is around our people and technology, and it’s clear from our recent CX metrics, our people are doing an incredible job for our clients. We’re excited to work with The Institute and learn from such a great organisation.’
Pat McDonagh, CEO, commented:
“We’re delighted to be members of The Institute of Customer Service, as at Clarity, customer service has always been an exceptionally high priority. Traditionally business travel agencies have relied on incumbency with corporate accounts and acted as an order-taking service, we don’t see it like that. It is at our very essence that we work to impress our customers at every opportunity, during every interaction to reinforce our value, and we’re looking forward to evolving that even further with the support of The Institute.”
Accreditation
As the authority on customer service in the UK, the Institute also manages the national accreditation service with tough conditions and proven effectiveness to ensure that only the very best and most professional organisations can demonstrate their achievements. The ‘ServiceMark’ accreditation is a national standard to demonstrate commitment to and achievement in customer service. Part of the accreditation is ‘ServCheck’ which assesses both employees’ and customers’ views on strategy, culture and processes to deliver world-class customer service. We hope to achieve this accreditation by Q3, 2022.
