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Marsh awarded The Institute of Customer Service’s Service Mark accreditation

The ServiceMark accreditation is based on both client satisfaction and employee engagement.

11/04/2024 · 2 minute read

Marsh’s UK Risk Management division is proud to receive The Institute of Customer Service’s ServiceMark accreditation, a national standard which independently recognises an organisation’s commitment to customer service and to upholding high standards as part of a long-term embedded strategy.

The ServiceMark accreditation is awarded to Institute members and is based on both client satisfaction and employee engagement. Following a rigorous assessment process, Marsh scored higher than the national benchmark. In particular, Marsh’s Net Promoter Score was more than double that of the insurance industry average. 

The Institute’s assessor recognised Marsh for its Client First approach, which centres around building trust and delivering on promises, while continuously improving its service value proposition. The assessor commented “There is aspiration and a commitment to deliver the best level of service. While survey results indicated a high customer satisfaction level and a good level of employee engagement, there is certainly no complacency. Quite the opposite, the leadership team at Marsh are sharpening their focus on the customer and building their business strategy through the lens of excellent service delivery.”

Marsh received the accreditation as a first-year applicant – an outstanding achievement – and the reaccreditation process, which measures our progress, will take place in three years.