North Star became members of the Institute of Customer Service in 2019. The Institute is recognised nationally as the leading professional membership body for customer service. ICS work across a range of sectors, with Government and business to improve customer service and build a strong economy.

Since joining, North Star has worked with ICS to build understanding, conduct research and improve our customer experience. Customer surveys have highlighted an improvement in satisfaction with our overall service during this time. Most recently customers expressed greatest satisfaction with the helpfulness and competence of staff, and the ability to communicate with North Star in a way they prefer.

In December 2022 North Star received the Service Mark accreditation from the Institute. The accreditation recognises members who constantly achieve the highest standards of customer experience excellence and have aligned their culture towards this.

The assessment found North Star employees feel truly empowered. Staff are bought into the company vision and want to be a part of its story. As a result, staff are engaged and active participants in creating their future within North Star.

“The leadership team appreciate the key to achieving customer satisfaction is through engaged people and a lot of time and effort is invested into attracting the right talent and creating an empowering and supportive working environment for them to thrive. It is a culture where people are treated like adults, have open conversations with each other, hold each other accountable and support each other when things get difficult. And it is paying off.”

As part of our continuous improvement, our Leading and Growing to 2026 strategy sets our ambition to achieve distinction level accreditation in 2026.