We have once again been awarded the coveted ServiceMark Accreditation with Distinction from the Institute of Customer Service for our commitment to you, our valued members.
Who is the Institute of Customer Service?
The Institute of Customer Service works with businesses, the public sector, and government to drive the UK’s customer service industry forward. Their ServiceMark is a nationwide, industry-wide benchmark of a commitment to upholding excellent customer service standards. We remain the only building society to hold the distinction, setting the benchmark in the sector.
How did we gain the accreditation (again)?
The Society underwent an extensive assessment to determine if we would keep our accreditation, including interviews with employees, an on-site assessment, analysis of customer journeys, and a survey to customers. Following the evaluation, the Institute’s assessor said:
“Overall, Newbury Building Society stands out as an organisation that not only meets but exceeds the highest standards of service excellence. It combines clarity of strategy, strength of culture, and depth of care for its members in a way that few organisations achieve. With a clear vision for the future, a workforce that is motivated and proud, and leadership committed to continuous improvement, the society is exceptionally well positioned to sustain its reputation for world-class customer service and trusted financial stewardship.”