The Highlands and Islands Enterprise (HIE) Network has succeeded in renewing its Charter Mark status in recognition of its commitment to customer service excellence.

HIE was the first organisation in the Highlands and Islands to gain Charter Mark in 1994 and successfully renewed this every three years up to 2000. Since then, the UK-wide scheme has been revised as part of the government’s drive to reform public service delivery.

Charter Mark has changed from an award that is applied for once every three years, to a standard and quality improvement tool which is monitored annually.

The Charter Mark application process involved a written submission, which required the organisation to provide evidence of its commitment to customer excellence, as well as a three-day visit by an independent assessor.

The assessor met staff, partners and clients during his visit to HIE’s headquarters in Inverness, Moray Badenoch and Strathspey Enterprise (MBSE) and Careers Scotland in Dingwall.

HIE’s customer service manager Lara Pollard, who led the organisation through its fourth application for Charter Mark, said: “As a customer-focused organisation, it is vital that we provide our customers with an excellent service, and Charter Mark is an indicator that we are achieving this.

“Charter Mark is a status that we have earned through our dedication to customer service, but this is something we must strive to maintain and improve upon at all times by listening to our customers and responding to their needs.”