How we help supercharge your customer service
Develop your people
Better trained staff are able to service your customers more efficiently and effectively.
Measure & Benchmark
Independently measure your success, identify opportunities and benchmark against competitors.
Policy Engagement
We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.
Enhance Your Profile
Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.
Set Service Standards
Find out how to set the highest quality standards to provide excellent customer service consistently.
A Critical Friend
We act as your critical friend – giving you an impartial outside perspective when you need it.
Research & Insight
Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.
Advice & Support
We’re here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
When we ask our customers a question, we owe them an answer
I wanted to reflect on something slightly different this week: journalist Simon English’s commentary on polling, which argues that organisations commission more of it than ever and much of it badly. English is candid about his interest as a pollster. At the Institute, we run surveys, for example, to inform the UK Customer Satisfaction Index (UKCSI), and through our Business…
Strong judgement will be key to capitalising on the recent rise in confidence
Two sets of figures caught my eye last week. Recent data from GfK show consumer confidence has risen to its strongest level…
When you’re under pressure, where do you turn?
Although we have all got used to volatility and unpredictability over the last few years, it feels like this year…
Smart glasses and the new rules of customer experience
Some of you may have seen that The Guardian recently reported on the growing number of pubs, bars, and theatres banning customers from…
Our Members
We have around 350 organisational members – big and small – spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
