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Criteria

The Charter Mark scheme is a tool designed to help organisations focus on, and improve, their customer service and delivery to users. The six criteria shown below make up the Charter Mark standard. By addressing the elements shown against each criterion, you will be focusing on your customers and aiming to constantly improve and give value for money. By reaching the standard you will show that you put your customers first and go that extra mile.

• Criterion 1: Set standards and perform well
• Criterion 2: Actively engage with your customers, partners and staff
• Criterion 3: Be fair and accessible to everyone and promote choice
• Criterion 4: Continuously develop and improve
• Criterion 5: Use your resources effectively and imaginatively
• Criterion 6: Contribute to improving opportunities and quality of life in the communities you serve

Six Charter Mark criteria:

• Download the Full Criteria (pdf, 135kb)

The Charter Mark Criteria are also available to download as a Word document: Charter Mark Criteria (doc, 163kb)

Other documents relating to the six criteria:

• Good practice examples using the six criteria (Word)
• Criterion 6 explained (Word)

Consulting with Children:

• Section of the Children are Service Users Too guide (This guide aims to help organisations using the Charter Mark criteria to focus on children and young people as service users. The guide has been developed in partnership with Save the Children)
• Order the full guide [External site]

Scoring:

• The scoring system explained