WightFibre Achieves ServiceMark Accreditation with Distinction
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Distinction recognition from the Institute of Customer Service is something we are incredibly proud to have achieved. WightFibre was awarded the ICS ServiceMark with Distinction, recognising our commitment to delivering a high standard of customer service.
Customer experience has always been an important part of what we do. From helping customers choose the right broadband package to providing support once they are connected, we want customers to know that there is a local team available to help.
The ServiceMark provides independent recognition of an organisation’s commitment to customer service. It considers customer satisfaction and employee engagement, allowing organisations to understand the effectiveness of their customer service strategy and identify opportunities for further improvement.
What Is the ServiceMark with Distinction?
ServiceMark is a national standard from the Institute of Customer Service that independently recognises organisations for their commitment to customer service and maintaining high standards as part of a long-term strategy.
Achieving the ServiceMark with Distinction therefore represented an important accomplishment for WightFibre and reflected the work taking place across the business to provide customers with a positive experience.
At the time of our accreditation, WightFibre achieved a Customer Satisfaction Index of 89, compared with the UK all-sector Customer Satisfaction Index average of 76.8 reported in our assessment.
These results showed just how positively customers viewed their experience with WightFibre.
For more information about our services and the support available to customers, visit our Help & Support page.
3 Stages Behind Our Distinction Accreditation
Achieving the accreditation involved looking at customer service from different perspectives rather than relying on a single measurement.
There were three important stages involved in the ServiceMark accreditation process:
- Employee assessment: ServCheck assessed employees’ engagement with our customer service strategy.
- Customer feedback: Customer satisfaction was measured to understand customers’ experiences with WightFibre.
- Independent assessment: The process included an independent assessment to verify standards and identify opportunities for continued development.
The Institute of Customer Service explains that ServiceMark can help organisations understand their customer service strengths and identify areas for development, with the assessment feeding into a longer-term improvement plan.
You can read more about ServiceMark on the Institute of Customer Service website.
How Did WightFibre Measure Up?
Employee engagement formed an important part of the assessment.
Our ServCheck Index was 88.6. At the time of the review, this was considerably higher than the overall Media, Post & Telecommunications Sector ServCheck Index of 74.93, as well as the All Sectors ServCheck Index of 75.09.
Customer feedback followed a similarly positive pattern.
WightFibre achieved a Customer Satisfaction Index of 89, compared with the Telecommunications & Media Index of 74.3 and overall UK Index of 76.8 stated in our assessment.
These results contributed to WightFibre achieving the ServiceMark with Distinction.
What the Distinction Meant for WightFibre
Receiving the award wasn’t simply about adding another accreditation to our name.
The results provided valuable insight into how customers viewed WightFibre and how engaged our employees were with our approach to customer service. They also helped highlight areas where we could continue learning and improving.
ServiceMark is designed to support continuous improvement as well as recognise existing standards, giving organisations insights into their strengths and areas for development.
For WightFibre, achieving Distinction provided independent recognition of the hard work happening throughout the company.
It also reflected something that remains central to our approach: providing customers with local support alongside reliable full-fibre broadband.
Find out more about WightFibre and our approach to delivering broadband across the Isle of Wight on our About WightFibre page.
Customer Satisfaction at the Heart of the Distinction
One of the most valuable parts of the process was hearing directly from customers.
As part of the feedback, customers were asked to provide up to three words to describe their most recent experience with WightFibre. Their responses were then represented in a word cloud, with words appearing larger depending on how frequently customers had used them.
This provided another way of understanding the experience customers were having with us beyond the headline scores.
The Distinction recognition reinforced the importance of listening to customers, understanding their experiences and continuing to improve the service we provide.
Here is how customers describe their experience with us:
Continuing to Put Customers First
Our ServiceMark with Distinction was awarded for 2021–2024, marking an important achievement for everyone at WightFibre.
While awards and accreditations provide welcome recognition, delivering great customer service is an ongoing commitment. Expectations change, technology develops and customers’ needs continue to evolve.
That means listening to feedback and looking for ways to make dealing with WightFibre as straightforward as possible.
The Institute of Customer Service identifies continuous improvement, customer retention, trust and loyalty among the benefits associated with the ServiceMark process. [instituteo…ervice.com]
Receiving the Distinction was therefore not only recognition of what had already been achieved. It was also an opportunity to build on those results and continue developing the service we provide to customers across the Isle of Wight.
Because great broadband is important, but the service and support behind it matter too.
ICS ServiceMark Accreditation with Distinction – awarded for 2021 – 2024
