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
If you are interested in communicating the results of your Business Benchmarking survey, we would…
Customer Service Root Cause Analysis ā How does it support your customers?
What is it: in a customer service context, root cause analysis is a process for…
Popular Resources
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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...
UKCSI July 2019 webinar
July 18, 2019Rewatch the UKCSI July 2019 webinar. Published twice a year, the UK Customer Satisfaction Index measures customer satisfaction across 13...
Upfront and personal – the webinar
July 15, 2019This research tackles one of the most complex, difficult challenges for service organisations: how to leverage data and channels in...
Social Housing – Getting a better deal for tenants
June 20, 2019This meeting was held to discuss how customer service in the social housing sector can be improved.
How can we improve customer service in the rail sector?
March 26, 2019This meeting was held to discuss how customer service in the rail sector can be improved.
Annual Conference 2019: Speakers Videos
March 14, 2019View our Annual Conference 2019 speakers’ presentations here.
Annual Conference 2019: Speakers Slides
March 14, 2019View our Annual Conference 2019 speakers’ presentations here.
Mission and Vision
November 13, 2015A Mission Statement defines what an organisation does. A Vision Statement describes what the organisation wants to become. This content...
Reputation
November 13, 2015Do people talk about your organisation? It takes 20 years to build a reputation and five minutes to ruin it...
