Access insight and knowledge pieces. These are a mix of open resources and some accessible to members only
Featured Resource
Business Benchmarking Survey Results – Communications Guideline
Customer Service Root Cause Analysis – How does it support your customers?
What is it: in a customer service context, root cause analysis is a process for…
Popular Resources
All Resources
Ten years on top – Interview with Joseph Gordon, first direct
August 5, 2020Extract from Customer Focus Magazine: Issue 28 (January 2020) When it comes to providing great customer service, first direct has...
Social distancing and the future of the high street
July 22, 2020The APPG was attended by: – Philip Davies MP, Chair – Chris Evans MP, Co-Chair – Liz Twist MP (Labour)...
UK Customer Satisfaction Index (UKCSI) Results in Infographic
July 22, 2020The latest UK Customer Satisfaction Index suggests that on average, customer satisfaction across the UK economy has remained flat over...
New essential workers: Lockdown, ‘new normal’ & customer service
July 20, 2020The APPG was attended by: – Philip Davies MP, Chair – Chris Evans MP, Co-Chair – Carolyn Harris MP, Officer...
UKCSI July 2020 Launch Webinar
July 9, 2020Hear Jo Causon, CEO of The Institute and Brian Weston, Head of Research & Insight discuss the latest UKCSI results...
Making the most of the UKCSI Sector Reports and Resource Packs
July 9, 2020Listen as Head of Research and Insight, Brian Weston takes you through how to get the most out of the...
Why future service winners have to be innovators – Interview with Mark Gait, O2
January 31, 2020Extract from Customer Focus Magazine: Issue 28 (Jan 2020) The higher you climb, the further you have to fall. Mark...
Are you connected? – Recruiting, developing and retaining the skills for customer service excellence
October 8, 2019View the slides from the Are You Connected Research launch event.
How can we save the British High Street?
July 26, 2019Read the minutes from the ‘How can we save the British High Street?’ APPG on Customer Service event 9th July...
