NFA awarded ‘Customer Service Excellence’ Government standard kite mark

The NFA, one of the UK’s leading foster care agencies based at Uxbridge, has been awarded the new Government standard for Customer Service Excellence.

The award builds on the legacy of the Charter Mark standard that had been used by thousands of public sector organisations to improve customer service. This new Government standard is a clear recognition of quality at the highest level.

The fundamentals of good customer service underpin this standard. It concentrates in particular on delivery, timeliness, information and robust measurement. A clear emphasis on customer insight, understanding users’ experiences, leadership and staff attitude are also key factors.

Iain Anderson, chief executive officer of the NFA said: “I am delighted and proud that the NFA’s quality has been recognised in this way. The achievement of this award reflects the commitment and dedication of all NFA staff in delivering exceptional services to our local authority customers, our carers and the children and young people we look after.”