17 June 2026

CalMac recognised for customer service excellence for ninth consecutive year

CalMac has retained its Customer Contact Association (CCA) Global Accreditation for Customer Experience in 2026, for the ninth year in a row.

CCA accreditation is widely regarded as a benchmark of excellence in customer experience. Retaining the recognition year after year demonstrates CalMac’s sustained focus on putting customers first, supported by a strong, engaged and motivated workforce.

This year’s assessment highlighted exceptional staff engagement, with survey results consistently exceeding 90 per cent. Key scores included:

  • Positive customer impact: 97.78%

  • Motivation to deliver great service: 95.56%

  • Pride in organisation and values: 95.56%

  • CSAT (customer satisfaction) score for the CEC in May was 86% (year to date 88%)

The report also recognised significant progress across several strategic areas of the business.

Adele Morrison, Customer Engagement Centre Operations Lead, said: “What makes this achievement special is that the assessment took place during one of the most significant periods of disruption we have experienced.

Despite the operational pressures, our teams continued to focus on supporting customers, looking after each other and delivering the best service possible. That commitment and resilience really shone through during the assessment.”

She added: “A special mention should go to the HR and Centre of Excellence teams, whose work supporting our people really stood out during the assessment.

“This was a true team effort and reflects the commitment, passion and hard work of colleagues right across CalMac. Every department played a part in demonstrating what we do and how we support our customers and communities - especially during difficult periods.”

Caroline Black, Head of Customer Experience at CalMac, said: “Retaining CCA accreditation is a significant achievement in any year. To do so during such a demanding period makes it even more meaningful.

“I want to thank every colleague for the role they have played in this success, with particular thanks to Adele and all our customer service colleagues.”