A recent reassessment of our Customer Service Excellence Standard has seen us retain the award, with increased scores in three areas.
The standard, which was developed by Government, is used by organisations to drive customer-focused change. It tests in great depth teh areas that research has shown are a priorirty for customers, with a particular focus on delivery, timeliness, information, professionalism and staff attitude.
We gained the standard in November 2015 and were reassessed this month. The assesor said: "Merlin has continued to deliver high levels of service to its customers and has significantly improved many areas of delivery. Customers again commented to the assessor on the responsiveness to issues and the helpfulness of staff. Over the next year, Merlin needs to concentrate on closing off its feedback loops by informing customers better on when actions to address negative commets are made, and ensuring that further development of teh right first resolution principles are made."
The increases in our scores were for widening our partnership work-particularly in terms of our Wellbeing College to address mental healt issues and Remploy internship opportunities for disabled people. This went from compliance to compliance plus.
The assessor also felt we had made good progress in meeting and addressing performance standards, increased two previous partial compliances to full compliance.