Channel Islands’ first Customer Service Excellence standard

Thursday 01 May 2014

EY is the first organisation in the Channel Islands to be rewarded for demonstrating commitment to their clients by achieving the Customer Service Excellence standard.

As well as the Customer Service Excellence standard, EY in the Channel Islands has also been reaccredited with Investors in People Gold and the Investors in People Health and Wellbeing Award. The standard required EY to demonstrate that they are focused on continually developing their service to meet their clients’ individual needs.

Jackie Barette, from People Performance Consulting Ltd and the advisor for Investors in People and Customer Services Excellence award, said: “Congratulations go to EY on being the first in the Channel Islands to achieve the Customer Service Excellence award and the re-recognition for Investors in People Gold standard.”

There are strict criteria for achieving the award, which examines the insights provided to clients, the organisation’s culture, accessibility of information and the timeliness as well as quality of the services provided.

Andrew Dann EY’s Channel Islands’ Managing Partner said: “After our success of being the first professional services firm in the Channel Islands to achieve the Investors in People Gold standard in 2010, it is fantastic to be the first organisation to achieve the Customer Service Excellence standard too.”

The review process for the award required EY to demonstrate that their strategy involves clients being provided with timely information through the most appropriate channels, whilst also listening to their views about the services they provide and acting upon them.

EY was assessed on the extent the firm focuses on what is important to their clients and on continually improving the service they provide. The firm was praised for its client service programme, which was developed to gain a comprehensive understanding of performance against its clients' expectations and to measure overall client satisfaction.

Mrs Barette said: “It was evident that EY’s staff and clients are at the heart of EY’s business strategy, brand ethos and company culture.  EY are committed to continuous improvement through their staff and clients.”