Customer Service Excellence
Triangle Housing retains Customer Service Excellence standard
We’ve been recognised as achieving excellent customer service, by meeting the Customer Service Excellence standard.
We all expect efficient, effective, excellent, equitable and empowering customer service – with the customer at the heart of service provision. In an ever more competitive and demanding society, getting the customer experience right is crucial to the success of any business or organisation.
The Customer Service Excellence standard is an external independent review of the services on offer at an organisation. The continuous improvement tool tests those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism, and staff attitude. There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.
The accreditation lasts for 3 years, with organisations being reviewed each year by independent assessors.
How it’s assessed
To achieve the award, organisations need to successfully meet all the assessment criteria. There are 57 elements assessed across 5 key areas:
- customer insight
- culture of the organisation
- information and access
- delivery
- timeliness and quality of service
Our assessment
The assessors review took place in August 2022, with a two day site visit to our Head Office in Ballymoney. The assessor spoke with various members of staff including senior management and spoke to external customers and key stakeholders across our many services.
The outcome
“Triangle Housing Association remains one of the highest scoring organisations to be visited by the assessor" Customer Service Excellence Assessor
We’re proud to reveal that we’ve retained the Customer Service Excellence standard. In some elements, such as the work we do interacting with our wider and local communities, we’ve exceeded the standard and achieved a compliance plus grading (compliance plus grading is assessed as exceptional good practice).
The Customer Service Excellence standard helps customers identify us as an organisation that’s committed to providing excellent customer service. Our customers are at the heart of everything we do, and we’re delighted that we’ve been awarded an external accreditation to demonstrate this commitment.