The Institute of Customer Service is the independent, professional membership body for customer service. Founded in 1996, and formally incorporated in February 1997, they help their members improve their customers’ experience and their own business performance.

Baltic Training became the first independent training provider in the UK to gain accreditation by the Institute of Customer Service (IOCS).

As part of our accreditation, Baltic participated in a standard called ServiceMark.


“ServiceMark is a national standard recognising an organisation’s achievement in customer service, and its commitment to upholding those standards.”


ServiceMark is awarded based on customer satisfaction feedback and an assessment of employee engagement with an organisation’s customer service strategy. It helps organisations understand how effective their customer service strategy is, and identifies areas for improvement. Undergoing ServiceMark accreditation is an opportunity for organisations – of all sizes and sectors – to demonstrate how good their customer service really is, and find ways of developing further.

In order for Baltic to gain the Institue of Customer Service accreditation, there were three stages we went through. The first two elements were taken separately, and both provided insight into our customer service performance:

  1. Self assessment using ServCheck: an assessment of our employees’ engagement with our customer service strategy

  2. Customer feedback: obtained through UK Customer Satisfaction Index (UKCSI) business benchmarking data and our own measurement

  3. Independent assessment over a number of site visits to verify we are meeting the benchmarks and implementing action plans to develop areas of improvement

We hope this IOCS accreditation will strengthen our reputation and set us apart from others in a highly competitive independent training sector.

It also demonstrates our commitment to customer service, both internal and external, and will be a vital tool in reinforcing the quality of our training and improving our customer service standards.

If you are ready to recruit an apprentice or simply have any further questions, don’t hesitate to get in touch! Visit our FAQs, call us on 01325 731 050.