Eighty per cent of telephone calls aimed to be answered in 20 seconds; 80 per cent of emails aimed to be responded to in two days; and 90 per cent of online registration applications aimed to be processed in five working days - these are just some of commitments that have been made in the customer service charter launched by ACCA (the Association of Chartered Certified Accountants).
The charter also explains how ACCA Connect, the hub of the global body for professional accountants’ customer service, provides easy access to potential students and current ones, affiliates and members, in answering their queries.
Social media is widely used to keep everyone up-to-date with ACCA developments and news too.
The charter also states when exam results are published – 8 February and 8 August – and how results are sent to students through their chosen method of either email or mobile phone text message.
If customer service is not to the standard expected, details of where to complain are also detailed in the charter.
Judith Bennett, ACCA’s director of service delivery, said: 'This customer service charter lists our commitment to all those who are associated with ACCA, or looking to becoming a part of ACCA.
'As we grow as an organisation, we realise how important it is to ensure we are contactable when we are needed, and so we have many avenues of communication – email, telephone, text message, social media. To make sure we give the service our customers want, we welcome constructive feedback to help us improve and hone it to what is needed.
'ACCA aims to provide outstanding global and local customer-focused delivery which meets the needs of its stakeholders, whether as individuals or as business entities.'
For more information about ACCA’s customer service charter, see the 'Related Links' section, left of this article.