As well as monitoring our operational performance in terms of timeliness, accuracy and online availability, NS&I is keen to benchmark service levels against independent standards.
In 2015-16, we were among the first organisations to be awarded the Contact Centre Association (CCA) Global Standard© Version 6. CCA Global Standard provides a set of key principles agreed by industry experts and stakeholders and is designed to increase the reliability and effectiveness of Contact Centre operations.
This new version of the established standard places a greater emphasis on employee engagement, wellbeing and development, as well as assessing whether we are maintaining excellent customer service through our call centres. NS&I has maintained accreditation to the CCA Global Standard since 2007.
In 2015-16, we also entered our contact centres into the ‘Top 50 Companies for Customer Service’ programme. More than 200 organisations put their operations forward for consideration under this independent national benchmarking scheme. The largest of its type in the UK, it uses in-depth mystery shopping to examine service across all channels. NS&I/Atos was ranked 8th overall for call service and 19th for our email service. Within the financial sector we were placed second.
In 2016, nsandi.com was named as the best central government website in the UK for content written in plain English. In the Central Government agency report, NS&I came top of the 2016 rankings. It scored very highly in the readability index compared to its peers, but also distinguished itself in a handful of other key areas to secure its place at the top.
In 2015-16, our operational partner Atos was awarded the Investors in People accreditation for its work under the NS&I partnership. Beyond operational performance, the main way we measure the strength of our partnership is through an annual partnership survey conducted by Service Matters (an independent third party). This year saw an overall partnership score of 7.2 (out of 10), up from 7.0 last year – remaining well above industry average.
In 2015, NS&I, Atos and Callcredit jointly won the award for Outstanding Data Quality Management at the Database Marketing Awards.
In 2014, NS&I won the Model Bank award in the Legacy and Ecosystem Transformation category, in recognition of its operating efficiency.