Access insight and knowledge pieces. These are a mix of open resources and some accessible to members only
Featured Resource
APPG on Back our essential workers: Service with Respect campaign (25 Feb 2021)
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service…
UK Customer Satisfaction Index (UKCSI) Jan 2021 – Infographic
The January 2021 UKCSI is 76.8 (out of 100), and the lowest level since July…
Popular Resources
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Quick tour of your Member Dashboard
November 10, 2020Your Member Dashboard gives you easy access to your member benefits along with our latest thought leadership, member-exclusive resources and...
Business Benchmarking and ServCheck survey set up guide
October 21, 2020As a Discovery Roadmap or Trusted Advisory Network member, you have access to annual Business Benchmarking and ServCheck surveys. If...
APPG on Back our essential workers: Service with Respect campaign (1 Oct 2020)
October 12, 2020The APPG was attended by: Chris Evans MP, Chair Philip Davies MP, Co-Chair Liz Twist MP (Labour) (Blaydon) Steven Bonnar...
The Procurement Partnership – Research Launch
September 24, 2020Watch below the Breakthrough Research Launch on The Procurement Partnership: developing relationships to deliver excellent customer service through procurement. Institute’s...
Virtual Annual General Meeting (AGM) 2020
September 23, 2020Due to the Covid-19 restrictions around large gatherings, this year’s AGM was livestreamed on Tuesday 22nd September 2020, from Mill...
Service Central to economic recovery – Interview with Alison Jones, Groupe PSA
September 5, 2020Extract from Customer Focus Magazine: Issue 29 (May/June 2020) It’s the fourth week of lockdown, and the economic impact of...
The Annual Conference and UK Customer Satisfaction Awards 2020
September 5, 2020Extract from Customer Focus Magazine: Issue 29 (May/June 2020) As those who regularly attend our Annual Conference will all know,...
Who you gonna call? – Interview with Sean Stringer, Hampshire County Council
September 5, 2020Extract from Customer Focus Magazine: Issue 29 (May/June 2020) There’s not much Sean Stringer, head of corporate customer services, Hampshire...
Inspiring a service nation
September 5, 2020Extract from Customer Focus Magazine: Issue 29 (May/June 2020) As part of our Inspiring a Service Nation drive, and in...
Owing a Debt of Gratitude – Interview with Derek Usher, Cabot Financial
September 5, 2020Extract from Customer Focus Magazine: Issue 29 (May/June 2020) The state of many Britons’ finances is a parlous one to...
