Newbury Building Society become only bank or building society to hold prestigious customer service accolade

We are delighted to announce that we have achieved a ServiceMark with Distinction Accreditation from the Institute of Customer Service, highlighting our commitment to providing excellent customer service.

We are currently the only bank or building society to hold the distinction-level accolade, joining an exclusive group of organisations from all business sectors across the UK.

The ServiceMark Distinction Accreditation is the result of a rigorous, independent assessment conducted by the Institute, comprising a review of the Society’s customer service strategy, plans and initiatives, and face to face interviews with employees across all levels and areas of the business. Prior to the assessment, the Institute undertook surveys of both customers and employees, which required a minimum overall satisfaction score of 85%. 

We are absolutely thrilled to have been awarded the highest level ServiceMark accreditation from such a respected organisation that aspires for all firms in the UK to put customers at the centre of their culture. It is testament to our employees, who take immense pride in the strong values and social purpose we have as an organisation and consistently put our customers first.

Melanie Mildenhall, Head of Customer Service Newbury Building Society

Jo Causon, CEO of the Institute of Customer Service, commented:

“By achieving ServiceMark with Distinction, Newbury Building Society has demonstrated a strong commitment to service and a determination to continue enhancing their customers’ experience. The internal and external view that ServiceMark accreditation provides will help Newbury get a clear picture of what its customers want and how they want it. I am delighted they have had such positive feedback highlighted through their assessment, and that they have achieved their accreditation at distinction level.”

The Institute of Customer Service are the UK’s independent professional membership body for customer service. They work across all sectors to drive business performance through service excellence. 

Melanie Mildenhall Director of Customer Service

Melanie Mildenhall leads the customer service strategy delivery at Newbury Building Society.

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