NFA retains the prestigious Customer Service Excellence award

Thursday 24 March 2016

The National Fostering Agency has once again retained the prestigious Customer Service Excellence (CSE) award; the Government’s standard recognising the highest levels of customer service.

Continuing achievement of this award reflects the commitment and dedication of all NFA staff in delivering exceptional services to our local authority customers, our carers and the children and young people we look after.

Quality and Excellence

Each year the external Assessor focuses on the fundamentals of good customer service, particularly delivery, information, timeliness, understanding customers and their experiences, staff attitude, professionalism, and measuring customer satisfaction.

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The Assessment regime is strict and robust and includes a detailed review of the evidence pack collated to demonstrate NFA’s compliance and endorsement of customer service. In addition, the Assessor interviews either face to face or by telephone a cross-section of staff, carers, customers, children & young people.

Team Effort

Iain Anderson, Group Chief Executive said, “I am really delighted that we have again demonstrated our commitment and dedication to customer service at all levels in our business by retaining this outstanding award. This level of achievement is due to the continual hard work and enthusiasm of our staff teams who actively engage with all our customers and carer households each day, to ensure that together, we can improve the quality of life for the children and young people in our joint care.”