16 April 2026
|
Vaillant Group Service UK Ltd has achieved the sought-after ServiceMark accreditation from The Institute of Customer Service, recognising the organisation’s commitment to delivering high standards of customer service.
As part of the assessment, they achieved a Business Benchmarking score of 87.3, compared to a sector average of 74.1 recorded in the January 2025 UK Customer Satisfaction Index (UKCSI), highlighting the strength of its service performance compared with peers in the sector.
ServiceMark is a nationally recognised standard that independently benchmarks excellence in customer service, recognising both performance and long-term commitment to best practice.
The accreditation followed a comprehensive audit of Vaillant’s customer service operations, assessing areas including complaint handling, management commitment, employee capability, external communications and customer feedback. Input from customers formed a core part of the assessment process.
To achieve ServiceMark accreditation organisations must score highly across all assessed categories. The Institute’s assessment report highlighted a number of key strengths within Vaillant’s customer service approach, including:
- Complaint handling outcomes exceeding the industry average.
- High levels of role knowledge across the customer service team, supported by robust induction and continuous professional development programmes.
- Clear commitment from senior leadership to delivering outstanding customer service standards.
- Consistent customer service delivery across all communication channels.
- A strong ‘right first time’ culture embedded across the organisation.
- A user-friendly website enabling customers to easily access information.
The ServiceMark accreditation is awarded for a three-year period, during which Vaillant is authorised to display the ServiceMark logo across internal and external marketing communications.
Alice Cubitt, Customer Service Director at Vaillant, commented: “On behalf of the customer service team and the wider Vaillant business, we are delighted to have achieved the coveted ServiceMark accreditation. Delivering the highest standards of customer service is a core objective for us, and this award is testament to the hard work and ongoing commitment of the entire team.
“The independent assessment process undertaken by The Institute of Customer Service involved a rigorous evaluation of our people and processes, and it is extremely rewarding to see high scores achieved across all categories.
“Meeting the exacting Institute standards also provides additional reassurance to our customers, reinforcing their expectation of an industry-leading service experience whenever and however they engage with us.”
