http://www.instituteofcustomerservice.comen-gbCopyright: (C) Institute of Customer ServiceA guide to creating a customer satisfaction survey based on your customers' priorities.http://www.instituteofcustomerservice.com/1849-8046/Researching-your-customers-priorities-and-measuring-customer-satisfaction-A-guide.htmlhttp://www.instituteofcustomerservice.com/1849-8046/Researching-your-customers-priorities-and-measuring-customer-satisfaction-A-guide.htmlThu, 15 Sep 2011 12:00:00 GMTLegal 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.http://www.instituteofcustomerservice.com/1849-6883/LG-Investments-Setting-up-a-successful-Institute-Awards-programme.htmlhttp://www.instituteofcustomerservice.com/1849-6883/LG-Investments-Setting-up-a-successful-Institute-Awards-programme.htmlFri, 04 Mar 2011 12:00:00 GMTThis 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.http://www.instituteofcustomerservice.com/1849-2147/Establishing-a-customer-charter--code-of-conduct.htmlhttp://www.instituteofcustomerservice.com/1849-2147/Establishing-a-customer-charter--code-of-conduct.htmlFri, 25 Jun 2010 12:00:00 GMTWhat factors and information sources should you use in setting standards?http://www.instituteofcustomerservice.com/1849-2156/Setting-customer-service-standards.htmlhttp://www.instituteofcustomerservice.com/1849-2156/Setting-customer-service-standards.htmlMon, 28 Jun 2010 12:00:00 GMTIs 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. http://www.instituteofcustomerservice.com/1849-2157/Handling-complaints.htmlhttp://www.instituteofcustomerservice.com/1849-2157/Handling-complaints.htmlMon, 28 Jun 2010 12:00:00 GMTMany 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.http://www.instituteofcustomerservice.com/1849-6440/Gathering-customer-feedback-offline-and-through-social-media.htmlhttp://www.instituteofcustomerservice.com/1849-6440/Gathering-customer-feedback-offline-and-through-social-media.htmlMon, 01 Jan 0001 12:00:00 GMT