The evaluation of organisations for the Singapore Service Excellence Medallion is rigorous and holistic. It considers the integration of service strategy, execution and culture of an organisation to deliver unrivalled service experience and achieve utmost customer satisfaction. Qualified organisations will be evaluated by assessors during onsite visits.
The following are evaluation components that form the measure of service excellence:
1. Customer Satisfaction
The customer satisfaction survey leverages on the methodology of the Customer Satisfaction Index of Singapore (CSISG) for assessment.
For organisations who have a 2011/2012 CSISG score, they are not required to undergo the customer satisfaction survey again.
For those who do not have a 2011/2012 CSISG score, they are requested to provide a comprehensive listing of their clients with their email addresses. At least 50 completed responses from the clients list are required for the measurement.
Nominated Organisations who are unable to fulfil the above criteria may not be awarded a score on the customer satisfaction measure.
2. Service Capability
The assessment covers service systems and processes, focusing on key organisational service attributes such as Service Leadership, Customer-Focused Staff, Service Innovation, Customer Experience and Key Business Results.
A team of assessors will conduct a site visit to the nominated organisation to understand their approaches and verify the deployment of their service systems and processes.
During the site visit, employees will be selected for interview. The site visit is estimated to be two days, which includes random visit(s) to the organisation's service outlet(s) to observe customer service delivery and engagement.
3. Customer Service WOW Experience
Nominated organisations are invited to describe their unique customer service WOW experience, focusing on:
- The thought process behind the WOW experience for their customers
- What do they want the customers to experience?
- How is this experience delivered to their customers?
- What are the success factors?
- How is it different from peers and competitors?
Provide relevant benchmarks and business impact where possible.
A representative from the organisation will be invited to present the organisation's customer service WOW experience to the Medallion Management Committee.
Determining the Organisation Recipient For The Medallion
The Medallion Management Committee will identify potential organisation winners for the Medallion Governing Council's endorsement.
Shortlisted individual nominees vying for the two individual Medallion award categories - Service Professional (Customer-facing) and Service Champion (Management) will be scheduled for face-to-face interviews with the Medallion Management Committee. These individual nominees exemplify the organisation's mission, values and culture. They should also demonstrate their ability to think for the customers and have the passion to go the extra mile for service.
Determining the Individual Recipients For The Medallion
Through the interviews and based on employee testimonial, the Medallion Management Committee will recommend potential individual winners for the Medallion Governing Council's endorsement.
Upon confirmation of eligibility, all Nominated Organisations are required to pay an assessment fee of S$3,000 for Small and Medium Enterprises (SMEs*) or S$5,000 for non-SMEs (exclusive of GST at the prevailing rate) within one week.
The fee covers the assessment process, including the Service Capability Assessment with feedback report, and a certificate of participation. All Nominated Organisations will be given a complimentary table at the Medallion Award Ceremony.
*SMEs in Singapore are defined as businesses with company's group annual sales turnover of not more than S$100 million or company's group employment size not more than 200 staff.