Crimson is proud to announce that both our IT recruitment and digital transformation consultancy divisions have achieved the Customer Service Excellence (CSE) standard, a nationally recognised quality mark backed by the UK Cabinet Office.
What Is the Customer Service Excellence Standard (CSE) — And Why It Matters?
The CSE standard is designed to help organisations assess, improve, and demonstrate their commitment to delivering high-quality, customer-focused services.
Originally introduced in 2008, the CSE standard succeeded the Charter Mark (a public sector award that dated back to 1991), marking a step-change in how UK organisations demonstrate customer-focused performance.
The CSE framework comprises five core criteria across 57 individual elements, spanning:
- Customer insight
- Organisational culture
- Information and access
- Delivery
- Timeliness and quality of service
Far more than a tick-box exercise, this accreditation demands real evidence and impact
The process involves a thorough evidence review, interviews with employees, customers, candidates and partners, and an independent evaluation against the CSE’s detailed standards. Organisations must meet at least 80% compliance, with no outright failures across the 57 elements.
Since its launch, the CSE standard has steadily grown in prestige and application. It’s adopted by a diverse array of public, private, and third-sector organisations, from government agencies like the DVLA and Companies House to universities, professional services, and beyond.
Crimson Praised for Customer-First Culture and Service Excellence
During the independent assessment, Crimson was commended for its strong Customer First culture, with the assessor recognising how the team consistently goes above and beyond. Despite rapid growth, Crimson has retained its identity and values, a clear reflection of its commitment to service excellence.
This culture is reinforced by a robust approach to compliance and security. Policies aligned with GDPR and Cyber Essentials Plus accreditation safeguard customer data, supported by multi-factor authentication, Mimecast email protection, and annual staff training in information security.
Crimson also invests heavily in its people. Through its award-winning academy, LMS training, and CPD pathways, employees are equipped with the skills and confidence to deliver outstanding service. Staff reported feeling empowered with the right tools, while customers praised the open, honest relationships and consistently high quality of service they receive.
What This Means for Crimson Customers
For Crimson’s customers and partners, this accreditation offers independent assurance that our services are not only effective but also continuously improving.
Whether supporting organisations with technology talent or delivering digital transformation, this achievement confirms that Crimson is committed to responsiveness, reliability, and real customer impact.
It shows that:
- We place customers and candidates at the heart of everything we do, embedding insight, empathy, and responsiveness into our operations.
- We are committed not just to high standards, but to exceeding them, continually raising the bar across both recruitment and consultancy.
Crimson’s Head of Customer Experience, Nasrin Fazal, said:
“This is a significant milestone for Crimson, and one that reflects the dedication, professionalism, and customer-first culture of our entire team. For us, doing this has always been about understanding how customer focused we really are, where we do well and where we should improve. I want to extend my thanks to everyone who supported the assessment and to everyone who lives our values each day.”
Looking Ahead
Crimson will now build on this success by applying the final assessment feedback to refine how we work, celebrate areas of strength, and deliver even greater value.
For our customers, this provides assurance that working with Crimson means choosing a partner dedicated to continuous improvement and customer-first service, now and in the future.
View Crimson’s listing on the Customer Service Excellence Holders Directory.
Find out more about our values and Crimson’s commitment to excellent customer service: