DAMART,
DAMART,
AWARDS
Damart x ICS History
In 2011 we joined the Institute of Customer Service (ICS) and in 2013 we successfully achieved the ICS ServiceMark Accreditation and retained its rigorous standard ever since. This is a national standard which recognises an organisation’s commitment to, and achievement in, customer service measured by colleague and customer feedback and corroborated by an external audit.
ServiceMark steps to success
Step 1: Colleague Feedback and Surveys. Review and assess whether our colleagues are fully engaged and aligned with the company core values
Step 2: Customer Feedback and Surveys. Ask customers what they think about our service and benchmark ourselves against the UK Retail Limited sectors to identify any business improvements that could keep our customers engaged
Step 3: 3-Day independent onsite audit. Ensure that we are doing what we say and that the service mark accreditation is deserved.
LATEST DAMART ICS SURVEY RESULTS
COLLEAGUE RESULTS
CUSTOMER RESULTS
National Award for Customer Service
Encouraged by great feedback from ICS, in 2014 we decided to enter the UK Customer Satisfaction Awards held in London and judged by a panel of industry experts. The Awards recognise and reward excellence and innovation in customer service, so we were absolutely delighted to win their Employee Engagement Strategy Award for 2014.
Here are a few examples of the colleague schemes that we have all helped to put in place: Customer Experience Weekly Updates, Breakfast Meetings, Voice of the Customer Boards, company-wide suggestion schemes including ‘Great Customer Ideas’, ‘Customer Corner’ and regular colleague surveys.
How do our customers rate our service?
We also carry out regular service benchmarking against our competitors using ICS research. They found that this year Damart UK scored a fantastic d 8.9 out of 10 for customer service. We smashed the combined average score of all our competitors – 8.2 out of 10 – and even beat John Lewis, Next, H&M, New Look, and M&S!!
Our customers are always at the heart of everything we do so we are thrilled that they are seeing the benefits of our continually improving customer service. It’s a testament to all of your hard work and commitment.
Continuing to give our Customer Service skills a Boost
In 2023 Damart invested in the Skills Boost Programme for our Operational Leaders, complimented by ‘The Developing Professionals Programme’ for Managers. Working with Boost HR Damart introduced a programme of learning that sought to recognise the existing skill to help in the operational leadership team and acknowledge their significant contribution. Introducing and refreshing skills that helped colleagues be better leaders for our teams and ultimately our customers, and empowering our leadership team with a tailored learning programme whilst celebrating the team’s existing expertise, equipping them with new skills for the future.
