Kindertons Achieves Leading Customer Service Recognition

THE Institute of Customer Service has awarded Kindertons Accident Management its prestigious ServiceMark Accreditation after a gruelling examination process. 

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

Kindertons, the UK’s leading mobility provider to the insurance industry, was put under the spotlight by The Institute of Customer Service for four days. The assessors visited Kindertons’ Head Office, Capital House, Winsford, Atherstone and London depots. 

The assessment included 99 employee interviews. Call handlers and delivery drivers were shadowed. Training material, I.T systems, support team functions and the overall customer journey came under scrutiny to assess the effectiveness of employee engagement and customer service strategy.

Janice Cadden, Group Sales Director, said: “It was a very thorough assessment of the entire Kindertons business. From the staff, through the processes and systems, no stone was left unturned. This recognition for customer service is a fantastic achievement by all of the team at Kindertons and reinforces our ‘Driven By You’ approach that puts the customer at the heart of all activity.”

Kindertons will now be included on the ServiceMark register for a period of three years. This includes ongoing validation to ensure the company continues to meet the National Customer Service Standard.

The Institute of Customer Service report says: “Throughout my visit to Kindertons, including each site that I visited, I was impressed by the focus on the customer from staff and management alike.  The Driven by You programme, which was a significant investment of time, resources and money to really embed the Mission, Values and Internal Credo, seems to have clearly underlined the commitment from the business to ensure that the customer is at the heart of what they do on a day by day basis; and to continue improving the service for their customers.”

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