Customer service Kitemark

Customer service Kitemark

Deliver the best customer service, every time

Deliver the best customer service, every time
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What is the BSI Customer Service Kitemark?

The BSI Customer Service Kitemark is a mark of quality and distinction. It proves that you put your customers first and take great care to give them a service experience that consistently meets their expectations.

Exclusive to BSI, this Kitemark certification is based on British and International standards and regular measurement of customer satisfaction. It’s for any organisation that’s committed to service excellence, and can be applied to all dimensions of service.

Benefits of achieving BSI Kitemark Certification

The BSI Kitemark has stood for quality and trust, since 1903. It is recognised by 67% of UK consumers.

The Customer Service Kitemark enables you to:

• Develop and embed a customer-first culture 
• Improve customer acquisition and satisfaction 
• Increase customer loyalty and advocacy 
• Enhance your brand 

Case Studies

SP Energy Networks - Video Case Study

How to achieve the customer service Kitemark

To achieve the sustomer service Kitemark, you’ll be assessed by one of our expert auditors against two national/international standards and your customer satisfaction measurement.

The service standards assessed are:


Following a successful assessment and recommendation, you’ll be issued a BSI Kitemark certificate to show that you provide a quality service to your customers.

Other benefits

  • Quickly builds trust – gives confidence to potential customers to win new business.
  • Drives service culture – use the requirements of Customer Service Kitemark to instil an organizational culture which focuses on understanding customer needs and exceeding their expectations through service excellence
  • Increases customer lifetime value – by delivering consistently excellent service experience to ensure customer satisfaction and build loyalty
  • Highlights commitment – through going the extra mile in obtaining third party certification, assures your stakeholders that you are not just ‘talking the talk’.

customer service stats

Customer Service Kitemark™

The Customer Service Kitemark™ is an independent assessment and endorsement of an organization’s customer service offering within an ISO 9001 framework.

It’s designed to assess the documented process and implementation of your management system, identify training needs, distribution channels, and responsibilities, and enable certified organizations to display a Customer Service Kitemark - which 62% of the UK public associate with quality, trust and reliability.

Achieve the Customer Service Kitemark to prove that your organization takes customer service to the next level:

  • Clearly demonstrate an organization-wide customer-focused approach
  • Prove levels of customer service are being met or exceeded
  • Enable your business to be competitive in the marketplace
  • Increase customer's trust and build customer loyalty

The Customer Service Kitemark can be the differentiator for your company.

Client guide

Find out more about the benefits of customer service Kitemark by reading our client guide now. 

Download (PDF)