Service Experience Model

Our new Service Experience Model is published

Refresh of Customer Priorities Research underpinning the UKCSI

Business Benchmarking, an independent survey to measure and benchmark satisfaction levels, is launched and the first ServiceMark accreditation is awarded to RBS

Introducing ServCheck, a measure of employee engagement with service strategy

Breakthrough Research and creation of the World-Class Customer Service Model

Launch of the UK Customer Satisfaction Index (UKCSI)

Research into Customer Priorities underpinning the UKCSI