At Tillo, we believe great customer service is not something you achieve once. It is something you commit to every day.
That is why I am proud to share that Tillo has achieved the Customer Service Excellence (CSE) accreditation for the third consecutive year. For our team, this recognition reflects the care, ownership, and attention to detail that goes into every customer interaction across the business.
Customer Service Excellence is an independent standard that recognises organisations that truly put customers at the heart of how they operate. Achieving the accreditation once is a milestone but achieving it three years in a row shows that our commitment to customers is built into how we think, make decisions, and improve as a company.
This year’s assessment also recognised Tillo with five Compliance Plus distinctions, highlighting areas where our teams are going above and beyond the standard.
1. Turning customer insight into better journeys
One of the areas recognised was how we use customer experience insight to improve our services and customer journeys.
We spend a lot of time listening to our customers and partners. Feedback, operational data, and day-to-day conversations help us understand where we can make things smoother, faster, or easier. Those insights then feed directly into how we evolve our platform, support model, and internal processes.
Continuous improvement is a big part of how we operate at Tillo. The goal is always to make working with us simpler and more effective.
2. Leadership that champions the customer
Another area highlighted in the assessment was leadership commitment to customer outcomes.
Customer focus at Tillo starts at the top. Our leadership team stays closely connected to customers and partners, especially when it comes to strategic relationships or complex challenges. Customer impact plays a big role in shaping company priorities, investments, and decisions as we grow.
Beyond our own organisation, our leaders also work closely with industry bodies such as the Gift Card & Voucher Association to help strengthen standards across the wider market.
3. Using insight to shape strategy
Customer insight does not just improve day-to-day service. It also shapes how we plan for the future.
Feedback from customers, data from our network, and discussions through events like TilloConnect all help inform where we focus our innovation next. Whether that is expanding into new regions, supporting new use cases, or improving our technology, those decisions are always guided by what our customers tell us they need.
4. Listening to the teams closest to our customers
The people who work with our customers every day have some of the most valuable insight in the company.
That is why we actively bring frontline teams into conversations about processes, tooling, and service design. Their experience helps shape how we evolve our workflows and support systems.
Initiatives like TilloTech and our Engineering Community Days give teams across the business a chance to share ideas, highlight challenges, and turn practical insights into real improvements.
5. Recognising the people who make great service possible
None of this would be possible without the people behind it.
One of the areas recognised in the assessment was how we value and support the contributions our teams make to delivering great service. From frontline teams to senior leadership, there is a shared responsibility across the business to look after our customers and each other.
That culture of ownership and collaboration is something we work hard to maintain as Tillo continues to grow.
A commitment that continues
Achieving Customer Service Excellence for the third year running is something we are incredibly proud of. But for us, it is not a finish line.
It is a reminder of the standards we hold ourselves to and the responsibility we have to the businesses who trust us every day.
Customer service is not just part of what we do at Tillo.
It is how we operate as a company.
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