Leading bathroom brand Geberit UK has been nationally recognised for its commitment to delivering exceptional customer experiences and driving continuous improvement across all service touchpoints…
Geberit UK has achieved the ServiceMark Accreditation from the Institute of Customer Service (ICS), a prestigious national benchmark that recognises organisations for outstanding customer service and continuous improvement.
This independent accreditation follows an in-depth assessment process, incorporating both customer feedback and an internal audit of Geberit’s service culture, strategy, and performance. The recognition highlights Geberit’s sustained investment in service quality across its pre-sales, customer support, and aftersales functions.
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.”
This milestone adds to a strong period of customer service success for Geberit. Earlier this year, the company was shortlisted in the Customer Focus – SME category at the ICS UK Customer Satisfaction Awards, recognising strategic service enhancements and a newly restructured aftersales team.
Recent performance metrics underscore this progress:
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Net Promoter Score (NPS): 54.4 in 2024 (up from 47.9 in 2023)
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UK Customer Satisfaction Index (UKCSI): 83.9 in 2024 (up from 80.2 in 2023)
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Customer Satisfaction (Q1 2025): 88% positive feedback
Customer-centricity also took the spotlight at Geberit’s recent internal conference in Warwick, where over 150 team members gathered to explore how service excellence connects with people, culture, and sales. The event was part of Geberit’s ongoing commitment to both customer experience and employee engagement.
The ServiceMark Accreditation is valid for three years. During this period, Geberit will continue collaborating with the ICS to monitor progress and embed further improvements into its service model.
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Main image credit: Geberit
