Geberit UK awarded prestigious ServiceMark accreditation for customer excellence
Geberit UK is proud to announce that it has been awarded the ServiceMark Accreditation by the Institute of Customer Service (ICS) - a national standard that recognises excellence in customer service and commitment to continuous improvement.
The accreditation follows a rigorous assessment process, including direct customer feedback and an internal review of the company’s customer service strategy, culture and performance. It reflects Geberit’s ongoing investment in service excellence across its pre-sales, customer service, and aftersales teams.
Christine Morris, Finance & Administration Director at Geberit UK, said: “Achieving ServiceMark Accreditation is a testament to the incredible work of our teams across the UK. From installers and retailers to end-users and partners, our goal has always been to build strong relationships and deliver outstanding service at every touchpoint. This recognition validates our commitment to putting the customer at the heart of everything we do.“
The news comes on the back of a series of customer service milestones for the business. In early 2025, Geberit was shortlisted for the Customer Focus – SME category at the ICS UK Customer Satisfaction Awards, recognised for its strategic improvements and a newly structured aftersales function.
The company’s latest performance metrics reinforce this success:
- Net Promoter Score (NPS): 54.4 in 2024 (up from 47.9 in 2023)
- UK Customer Satisfaction Index (UKCSI): 83.9 in 2024 (up from 80.2 in 2023)
- Customer Satisfaction Survey: 88% satisfaction in Q1 2025
Geberit’s customer-first ethos also took centre stage at its internal bi-annual conference in Warwick, where over 150 colleagues gathered to explore the relationship between customers, people, and sales – part of the company’s broader commitment to service excellence and employee engagement.
The ServiceMark Accreditation is valid for three years, during which Geberit will continue to work closely with the Institute of Customer Service to monitor performance and drive further improvements.
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