We improve understanding of the importance of customer service and how it impacts business performance. We work with broadcast and broadsheet media, the business press and trade titles who want to understand what is really going on behind the hype and consumer stories.
Independent, research-backed opinion
Using evidence gathered from our highly respected research, we inform and advise business leaders, regulators and public officials about the link between customer service and productivity, profitability and growth. Our research includes the nation’s barometer of service satisfaction – the UK Customer Satisfaction Index – and regular Breakthrough Research pieces on topics ranging from productivity to omnichannel & data.
We are the Secretariat for the All-Party Parliamentary Group on Customer Service and through this bring together key stakeholders from the political and business world to shape opinions and positively influence policy.
Our collaboration with the UK Regulators Network has seen them adopt the UK Customer Satisfaction Index as an essential independent measure for service standards.
Expert spokesperson on service in the UK
Our CEO, Jo Causon, regularly appears in the print and broadcast media – including the FT, BBC News, BBC Radio 5 Live’s Wake Up to Money, Sky News’s Ian King Show and more.
Jo is also an experienced and passionate speaker on the vital importance of customer service for organisations and the UK economy. With a strong evidence base, she is able to talk of the link between customer service strategies and organisational performance.
Working across the public, private and voluntary sectors, Jo provides strategic advice to boardrooms to raise the standards of service across the UK, providing evidence of the connection between customer satisfaction and operational efficiency and profitability.
