Charter Mark http:www.chartermark.gov.uk

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Charter Mark http//www.chartermark.gov.uk
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Charter Markhttp//www.chartermark.gov.uk

• Criterion 1 Set standards and perform well
• Do you have clear and challenging performance and
  service standards which you regularly review?
• Are your standards built on a foundation of
  consultation with your customers and potential
  customers, and do they apply to everyone and
  cover all aspects of your service?
• Do all your customers know about your standards
  and how you perform against them?
• Does your performance meet your standards and
  compare well with other organisations?

Criterion 2 Actively engage with your
customers, partners and staff Do you
consult widely with customers, potential
customers, staff and partners to develop and
deliver the best and most appropriate services to
the benefit of all your customers? Do you work
with other providers to make the best use of
joint working arrangements that benefit your
customers? Do you make your customers and
potential customers fully aware of the services
you provide and how to access them?
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Charter Markhttp//www.chartermark.gov.uk

• Criterion 3 Be fair and accessible to
  everyone and promote choice
• Do your services respond to your customers
  needs, and are they accessible to everyone,
  including people with special needs?
• Do you treat all your customers fairly and
  politely, and do you have active equal
  opportunities and disability policies in place?
• Do you talk to customers, potential customers and
  staff to find out what they think about your
  services, what you can improve and what other
  service choices you can develop and offer?

Criterion 4 Continuously develop and
improve Do you have plans to continuously
improve your service and always look for ways to
improve? Can you show how your service has
improved over the last three years and how you
make your customers aware of those
improvements? Do you actively get feedback from
your customers and monitor their satisfaction? Do
you learn from feedback by improving your
services in response to survey results and
customers complaints, compliments and
suggestions?
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Charter Markhttp//www.chartermark.gov.uk

• Criterion 5 Use your resources effectively
  and imaginatively
• Can you show that your use of resources provides
  best value for taxpayers and has improved?
• Do you compare your performance against others
  and learn from the results?
• Do you encourage staff to put forward ideas to
  improve value for money for customers and do you
  act on these suggestions?

Criterion 6 Contribute to improving
opportunities and quality of life in the
communities you serve Have you defined the
communities you serve beyond your normal
corporate concerns and activities, and have you
invested appropriate resources in these? Have you
reviewed the impact your organisation has on your
communities and consulted staff and customers to
find out whether you have under-used or
potentially useful resources for the community
(or both)? Have you been positively involved with
the community for six months or more?