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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.

Expert spokesperson on service in the UK

Our CEO, Jo Causon, regularly appears in the print and broadcast media including BBC News, Sky News’s Ian King Show and as a conference keynote speaker.

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.

Jo Causon on The Ian King Show

How can we help?

Here are a few options depending on who you are and what you are looking for:

Producer, editor or journalist seeking expert commentary

Event organiser who would like a keynote speaker

Public Affairs & APPG

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