A guide to creating a customer satisfaction survey based on your customers' priorities.
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Researching your customers' priorities and measuring customer satisfaction: A guide
L&G Investments: Setting up a successful Institute Awards programme
Legal and General Investments awards manager Sandie Dunn explains how they've set up a successful Institute Awards scheme to create a Centre of Excellence in their customer service centre. This has resulted in measurable improvements in staff productivity, retention and morale.
Establishing a customer charter / code of conduct
This paper sets out to identify the minimum content of a model Customer Charter/Code of Practice that can be used in response to enquiries from Institute members, non-members, media and miscellaneous sources.
Setting customer service standards
What factors and information sources should you use in setting standards?
Handling complaints
Is a complaint a gift or an annoyance to your organisation? Does your organisation treat complaints seriously? As a customer, how do you complain? This document addresses a complex area of customer service.
Gathering customer feedback offline and through social media
Many UK businesses are failing to exploit the positive offline feedback they receive, often because they aren't capturing it in the first place. This article details five ways in which you can gather important customer information.
Find out about organisational membership
Improve customer satisfaction, employee engagement and bottom line performance. Find out how membership can benefit your organisation.