Skip Ribbon Commands
Skip to main content
Northern Ireland Courts And Tribunals Service would like to place cookies on your computer to help make this website better. To find out more about the cookies, see our Privacy Policy.

Customer Service Excellence

Customer Service Excellence Logo

We are delighted to report that all of our courthouses have achieved the prestigious Customer Service Excellence (CSE) Standard. This new Standard replaces the old Charter Mark, and is a rigorous test of the quality of customer service delivery provided by an organisation.

The Customer Service Excellence Standard tests, in great depth, those areas that research has indicated are a priority for customers, with particular focus on:-

Customer insight – the importance of developing an in-depth understanding of our customers.

The culture of the organisation – how those working within our organisation demonstrate the necessary values and understanding, as well as how our procedures meet customer needs and expectations.

Information and access – ensuring that customers consistently receive accurate and detailed information.

Delivery of our organisation’s main business aims. In particular that we deliver the outcomes we promised and manage to deal with any problems that arise.

Timeliness and quality of service – our ability to respond immediately to the initial customer contact and deal with the issue at the heart of it without passing it on.

Armagh CourthouseBanbridge CourthouseCourt Funds OfficeCraigavon CourthouseDownpatrick Courthouse
Dungannon CourthouseEnniskillen CourthouseLaganside CourthouseLimavady CourthouseLisburn CourthouseLondonderry Courthouse
Magherafelt CourthouseNewry CourthouseNewtownards CourthouseOmagh CourthouseRoyal Courts of JusticeStrabane Courthouse

Achievement of the CSE Standard recognises that we provide consistent provision of quality services at all of our court venues. We demonstrated to an external assessor that we have a genuine understanding of the needs of our customers and our local communities and that our service delivery is tailored to meet their needs.

The assessor carried out an assessment of evidence files, observed the delivery of customer service at our courthouses and met with customers, staff and our partners to gain a broad overview of the service.

We will hold CSE for a period of 3 years; however, we will be assessed annually to ensure we are maintaining our standards of service.