Quality Performance

In CCEA we are proud of the steps we have taken to improve all aspects of our business. We know we have improved because independent assessors measure us year on year and tell us so. We set ourselves high standards and aim to achieve quality performance in all elements of our business. We use a number of quality models to drive forward improvement within CCEA. These are as follows:

Customer Service Excellence (CSE)

Customer Service Excellence (CSE) is a new national standard which came into being in 2008. It is the replacement standard for the Charter Mark which was held by CCEA from 2004. Charter Mark and now the Customer Service Excellence standard is used by public service organisations for driving customer-focused change within their organisation. This standard focuses on Customer Insight, The culture of the organisation, Information and Access, Delivery and the Timeliness and Quality of the Service provided.

Key Contact

Further information is available from:

Heather Clarke

Business Assurance Executive
Tel: (028) 9026 1244

Customer Service Excellence ReportPDF, 20K