How we help supercharge your customer service
Develop your people
Better trained staff are able to service your customers more efficiently and effectively.
Measure & Benchmark
Independently measure your success, identify opportunities and benchmark against competitors.
Policy Engagement
We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.
Enhance Your Profile
Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.
Set Service Standards
Find out how to set the highest quality standards to provide excellent customer service consistently.
A Critical Friend
We act as your critical friend – giving you an impartial outside perspective when you need it.
Research & Insight
Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.
Advice & Support
We’re here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
Vigilance and commitment needed to prevent a backslide in customer satisfaction
The latest UK Customer Satisfaction Index (UKCSI) brings good news on the face of it: the July score of 78.3 (out of 100) marked a fourth successive six-month period of a rise in satisfaction. The score is up one point compared to a year ago and is very close to the highest level we have seen it (78.4 in 2022)…
Success is judged by standards, not just results
As someone who is not a dedicated follower of the Beautiful Game, I need to be careful about dispensing any particular…
Service as the foundation for scale
The Times recently reported that Britain is now home to 80 billion-dollar start-ups, more than any country except the US and China…
The path to rebuilding momentum in improving customer satisfaction
Against a backdrop of strained costs, low growth, disruptive technology and political dissonance, having clarity on what to expect and…
Our Members
We have around 350 organisational members – big and small – spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
