About Charter Mark
Following the introduction of the Government’s new standard, Customer Service Excellence, Charter Mark is now closed to new applications.
Charter Mark is:
owned by Cabinet Office...
The Cabinet Office owns Charter Mark but recognition that an organisation meets its requirements is only made following a successful assessment by one of our four certification bodies.
a lever for change...
Charter Mark is a powerful, easy to use tool to help everyone in the organisation focus on and improve customer service. Achievement of the standard is recognised by awarding the right to display the prestigious Charter Mark logo.
for the whole public sector...
Your organisation can be a government agency, a hospital, a police force, a local authority, a prison. It can be a primary school, a Jobcentre, a museum. Charter Mark holders include a dog-catcher, a canal lock-keeper and the local crematorium. If you are any public sector (or voluntary ) organisation serving the public directly or (indirectly) or if you are a sub-contractor supplying services on behalf of a public sector organisation, then you can apply. But to be successful you have to meet key criteria (and provide the evidence).
which sets standards based on what the customer wants.
At the heart of Charter Mark criteria is the fundamental question: what does the customer expect or hope for from the services you offer? None of us can be sure how we are performing without consultation and feedback from users. Charter Mark demands that we listen, act and deliver.
which offers choice to the customer...
Charter Mark holders have demonstrated that they offer choice to their customers so that a wide range of needs are catered for. The benefits of new technology are maximised. Users and staff are consulted on where choices can be made. Communities have a say in the design and delivery of local services.
which promotes continuous improvement...
Charter Mark is more about achieving a change of culture than winning a trophy - and change and improvement must be ongoing. Complaints, compliments and suggestions from the customer and staff help improve service.
and frees the front-line!
Charter Mark recognises that people on the front-line dealing with customers and the public daily are often the best judges of what needs to be done to improve service. Staff are involved in the planning of services and are encouraged and empowered to put things right wherever possible.
Charter Mark is a worthwhile investment of time, effort and money.
Yes, there is a charge. Our aim is for the scheme to become as widespread as possible across the public sector and in order for this to happen it must be run on a cost recovery basis, charging a fee at a level comparable to other quality initiatives. We believe that the benefits to your customers and workforce make this investment a worthwhile one.
