The means by which customers access services. Understanding which customers’ access the service through which channel provides insight into customer groups, their needs and priorities.

A benchmark is a point of reference or a standard against which an organisation can be measured.The process by which organisations can compare the performance of services they provide with those of other similar organisations.

Examples of a working practice within an organisation which is an exemplar for all public services. It should be innovative, transferable and have positive outcomes, which can be disseminated across public services.

The approaches to determine which access channels are offered to customers (by your organisation) through the analysis of channel usage.

Analysis of how customers access services, contact and interact with your organisation.

The UK Government's national standard for excellence in customer service. Charter Mark is a registered certification mark, owned by the Government Communications Group in the Cabinet Office. It is a positive force for change and customer service improvement.

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Can be defined as a member of the public, consumer, customer or collectively as people or audience. There is a legal definition of a citizen which is not expanded upon here.

Explanation or remarks.

Grievances about a service provided which are made known to your organisation.