Many counties have established frameworks to improve customer service. These are often called “Service Excellence Frameworks” and are usually derived from Business Excellence Frameworks such as Baldrige and EFQM.

To achieve high levels of service excellence organisations need to focus on areas beyond customer delight and customer experience, areas such as service leadership and service planning.
 
Research was  conducted by Jurgita Adomaityte to explore the penetration of Service Excellence initiatives in 34 European countries.

In summary, the findings were:

• 26 Service Excellence initiatives in 17 countries
• 17 Countries with no Service Excellence initiative
• 11 Service Excellence Awards in 9 countries
• 10 initiatives were limited to certain sectors such as tourism and call centres

To read the full results table click here.

Ahmed Abbas
BPIR.com