Domino UK - Institute of Customer Service Accreditation

  • By Chris Thorpe
  • February 27, 2017
  • General
  • CSR
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Staff at a Cambridge company are celebrating achieving a prestigious accreditation for customer service – and at the same time helping to raise funds for a local children’s charity.

Domino UK, based at Bar Hill, has gained ServiceMark accreditation from The Institute of Customer Service – a national standard recognising an organisation's achievement in customer service and its commitment to upholding those standards. 

Based on customer satisfaction feedback and an assessment of employee engagement with an organisation's customer service strategy, the ServiceMark accreditation also helps focus on how effective a customer service strategy is and identifies areas for improvement.  


The Domino UK team exceeded the necessary benchmark in the surveys. This was followed by a visit from an Institute Assessor looking at the steps being taken to communicate customer service strategy across the business, as well as review a continuous improvement plan to address any areas for further service enhancement.

Vivienne Hawker, UK Customer Experience Manager at Domino UK said: “We are delighted to have achieved the ServiceMark accreditation from The Institute of Customer Service. Our team works hard to provide the highest standards of service to both customers and our own employees and fully deserves to receive this accolade. However, this is only the start – we shall be looking at further ways we can develop and improve our service offering and delivery.”

Michael Hurst, General Manager for Domino UK commented: “We joined The Institute in 2014 and since then have been gathering UK customer feedback regarding our service performance. The results identify key areas for improvement which will enable us to increase efficiencies, engage our teams and ultimately demonstrate to our customers and employees our commitment to service improvement.”

Domino UK also took the opportunity to help Cambridge Children’s Charity Week by incentivising staff and customers to complete the survey with the offer of a donation for every completed form.

“It was an inspired idea to link the survey with donations to charity which has resulted in a win-win for both Domino and Cambridge Children’s Charity Week,” added Vivienne.

Cambridge Children’s Charity Week – to be held in June – is an annual fundraising event with the goal of raising money to support some of the vital costs of the city's many charities and voluntary groups that help local children and young people.

Image team: 

Front  - Vivienne Hawker (UK Customer Experience Manager), Luke Fisher  - Client Relationship Director  – Institute of Customer Service

Back  - Mike Hurst (UK General Manager), Adrian Rowlands (Head of UK Service and Aftermarket) , Chris Thorpe (UK Marketing Manager), Luigi Pistilli (UK Head of Sales)

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