Service promises

As a member of the Customer Service Federation trade association, Byteleaders committed to the seven service promises for customer contact on December 16, 2020. These promises reflect our dedication to high-quality, responsible, and future-focused customer service.


“We are taking another great step in the professionalism of the sector,” says Geeske te Gussinklo, director of the Customer Service Federation. “The sector has absolutely proven its value in keeping organizations accessible in these times and will continue to do so. Customer service has gained a more prominent place in organizations and in the customer experience in recent years, reinforced by the digital transformation. We are now going one step further with a higher industry standard in the form of the seven service promises of the KSF.”


The seven service promises


  1. We treat customers and citizens with respect and care, provide convenience in our services, and ensure strong organizational accessibility.
  2. We take all feedback received through customer service seriously and translate it into continuous improvements.
  3. We handle customer data with care and regularly review our processes to ensure data protection and compliance.
  4. We treat our employees with respect and offer fair employment conditions, a healthy working environment, and opportunities for development.
  5. We take responsibility for service delivery in outsourcing situations and only accept assignments that we can fulfill in line with our commitments.
  6. We ensure that technology is used in a way that is both customer-friendly and supportive for employees.
  7. We actively contribute to a positive and professional image of the customer service sector.


The service promises were developed to go beyond legal requirements, with the aim of safeguarding the interests of both customers and employees. Through this initiative, the KSF provides clear direction and a shared standard for effective customer contact. As noted by Te Gussinklo, most members already comply with these promises, while others will be supported in achieving full compliance. The seven service promises have applied to KSF members since January 1, 2021, and continue to be a key topic during knowledge-sharing sessions.

A diagram showing the steps to getting a service.