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Geberit UK has been awarded the ServiceMark Accreditation by the Institute of Customer Service (ICS) – a national standard that recognises excellence in customer service and commitment to continuous improvement.
The accreditation follows a rigorous assessment process, including direct customer feedback and an internal review of the company’s customer service strategy, culture and performance.
The news comes on the back of a series of customer service milestones for the business.
Christine Morris, finance & administration director at Geberit UK, said: “Achieving ServiceMark Accreditation is a testament to the incredible work of our teams across the UK. From installers and retailers to end-users and partners, our goal has always been to build strong relationships and deliver outstanding service at every touchpoint. This recognition validates our commitment to putting the customer at the heart of everything we do.”
In early 2025, Geberit was shortlisted for the Customer Focus – SME category at the ICS UK Customer Satisfaction Awards, recognised for its improvements and newly structured aftersales function.
The company’s latest performance metrics reflect this improvement:
• Net Promoter Score (NPS): 54.4 in 2024 (up from 47.9 in 2023)
• UK Customer Satisfaction Index (UKCSI): 83.9 in 2024 (up from 80.2 in 2023)
• Customer Satisfaction Survey: 88% satisfaction in Q1 2025
The ServiceMark Accreditation is valid for three years, during which Geberit say they will continue to work closely with the Institute of Customer Service to monitor performance and drive further improvements.
