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Aldi has become one of the UK Customer Satisfaction Index stars over the last year. The public's perception of a good value, high quality product and excellent complaint handling set it apart from many of its competitors.

The awards recognise and reward organisations who are adopting a top-level, strategic view of customer service.

In his last post Stephen Hampshire discussed the pros and cons of Net Promoter Score and longer, more ‘traditional’ customer satisfaction surveys. In this post he argues that it’s more important to have a clear purpose when you’re surveying customers. Only then can you choose an appropriate surveying method (or methods).

CBI director general John Cridland suggests UK businesses should take a forensic approach to analysing customer requirements in order to cut costs and provide better value. He also discusses the threat from India and China and how British business needs to re-establish trust with its customers.

Stephen Hampshire looks at the relative strengths and weaknesses of Net Promoter Score and more ‘traditional’ customer satisfaction measurement surveys. In the first of two posts, he argues that each approach has different uses and practitioners need to have a clear idea of what they're trying to achieve when surveying customers.

We're pleased to announce our sponsorship of the customer focus award category at this year's National Business Awards.

Over the last few months Sky has rolled out its new, Institute–accredited Aspire training and development programme for sales advisors.

The home improvement chain is the latest high profile retailer to join the Institute, joining other recent members such as Marks & Spencer, Waitrose, Morrisons, Asda and Starbucks

Guy Stephens looks at how customer behaviour has changed through the use of social media, and how organisations need to deal with technological and social changes in order to serve customers.