Charter Mark
What is the Charter Mark?
The 'Charter Mark' is the government's national standard for
customer service for organisations delivering public services. It
is independently evaluated and assessed.
The main reasons for an organisation applying for Charter Mark
status are:
- improved services - Charter Mark provides an excellent
framework for self-assessment and a tool kit for improvement
- expert feedback on services
- improved staff morale
- value for money - Charter Mark holders listen more to their
customers, perform better than average, have more satisfied users
and use resources wisely
The Libraries and Arts Service has successfully applied for the
Charter Mark in 1997, 2000, 2004 and 2008.
How do you get the Charter
Mark?
To achieve Charter Mark Standard an organisation has to meet the
following criteria:
- Set standards and perform well
- Actively engage with your customers, partners and staff
- Be fair and accessible to everyone and promote choice
- Continuously develop and improve
- Use your resources effectively and imaginatively
- Contribute to improving opportunities and quality of life in
the communities you serve
In 2008 we scored 63 full compliances out of 63 - a 100% pass
mark. Just one non-compliance would have meant the loss of Charter
Mark Standard.
How do you know we have the
Charter Mark? 
Organisations that are awarded the Charter Mark are required to
display the following Charter Mark logo on all literature and
within buildings. If you see this logo, you know you are using an
excellent service.