AAT awarded new ServiceMark accreditation

• Accreditation from The Institute of Customer Service recognises achievements in customer service and commitment to high standards.
• AAT will hold prestigious accreditation for three-year period.
• Follows AAT’s Business Benchmarking score of 81 earlier this year – achieving target seven years in a row.

AAT has been recognised for its achievement in customer service by being awarded the prestigious ServiceMark accreditation from The Institute of Customer Service (ICS), the UK’s independent professional customer service body.

ServiceMark is awarded based on customer satisfaction feedback and an assessment of employee engagement with an organisation’s customer service strategy. It highlights an organisation’s commitment to upholding high standards in customer service and helps organisations understand how effective their customer service strategy is, as well as identifying areas for improvement.

AAT will now hold the ServiceMark accreditation for a period of three years, with a re-assessment due to take place in late 2025, subject to meeting The Institute’s requirements.

This achievement follows AAT’s success earlier this year in reaching a score of 81 in The Institute’s Business Benchmarking, achieving its target for the seventh successive year and outperforming the UK Customer Satisfaction Index (UKCSI) all-sector average of 78.4. Business Benchmarking is an independent survey of customer satisfaction which identifies strengths and areas for development, as well as allowing organisations to compare performance with other organisations within and outside their sector. AAT also achieved a net promoter score of 52.3 – the metric based on the likelihood to recommend AAT – which remains higher than the UKCSI all-sector average of 27.5.

Additionally, AAT carries out real time surveys of members and students who contact the organisation to measure its customer effort score. This is currently rated at 4.4 out of 5.   

Tracy Allison, Head of Customer Services and Projects, AAT, said:

“We’re delighted to announce that AAT has achieved the prestigious ServiceMark accreditation. AAT prides itself on delivering outstanding customer services and support across all our contact channels, and our assessor commented that ‘customer service is at the heart of every decision and every action at AAT. This aligns with our high standards and commitment to exceed expectations, and we’re thrilled that the hard work and dedication of our staff has been recognised.

We’re now focused on looking ahead to what we can do next and how to do it better. This will ensure we can continue to deliver high quality and consistent service to all our customers and make further improvements. We’re using the assessment feedback to inform our plans and ensure we continue to stand out as a leader in the industry, whilst providing excellent service and employee engagement.

Jo Causon, CEO of The Institute of Customer Service, said:

“By once again achieving ServiceMark, AAT has shown its continued commitment to improving the customer experience. We are delighted they have had such strong, positive feedback highlighted by their customers in their Business Benchmarking survey.

“This achievement shows that shows that AAT’s customer-centric approach is helping it demonstrate leadership in this area. Throughout the assessment process, we were impressed with the lengths they go to in ensuring service excellence.”

More information about AAT’s customer service commitments and how to share feedback is available via the AAT website.