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The Institute of Customer Experience Kenya (ICX-Kenya) last month unveiled new customer service audit delivery framework to complement its annual Customer Service Week Innovation awards now on its seventh year.
The awards are focused on celebrating organizations that showcase creativity and excellence during the global customer service week commemorated in October.
Over time, there has been a need for a more comprehensive guide and measurement tool that incorporates service best practices, strategy alignment as well as customer inclusion.
It is against this backdrop that ICX Kenya in June unveiled a new service audit framework that incorporates multiple and critical areas of service excellence.
The unveiling event was held in Nairobi attracting at least 100 service professionals attend from drawn from public and private sectors.
It was attended by Dr. Julius Kipng’etich, Regional CEO of Jubilee Insurance and the Huduma centre Ag. Director of Communication who spoke on the need for excellence in Public Service Delivery and particularly the need for change and efficiency.
ICX-Kenya seeks to provide networking and learning and development opportunities through which ideas to promote and improve the quality of service are exchanged. It also recognizes, promote and celebrate the success of organizations and individuals who achieve customer service excellence.
This matrix has been designed for all organizations, both public and private and provides a standardized framework that organizations should use to evaluate their service strategy and implementation plan against best practice standards captured in the matrix.
The matrix will also be used to award organizations during the ICX Kenya Service Excellence Awards in 2022.
“This is a significant milestone for service professionals who for a long time have been championing for improved service delivery within their company culture. This audit framework provides a unified, benchmarked system for driving their service agenda and entrenching global standards of service practice,” said Kipngetich.