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 identifying the main causes of service issues or complaints and proactively remedying these to improve the customer experience. Why it matters: reducing the number of…
Annual Conference 2023 – Talk of the month
Breakthrough Research: How Customer Behaviours are Evolving and the Implications for Organisations – webinar recording
Business Benchmarking: getting started with your survey
APPG on Back our essential workers: Service with Respect campaign (6 July 2021)
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a dialogue with UK organisations across all sectors. At our APPG meeting on 6 July 2021, we delved further into the…
UK Customer Satisfaction Index (UKCSI) July 2021 – Infographic
In the July 2021 UKCSI, we assess how customer experience, behaviours and preferences have changed during the COVID-19 pandemic. The research includes key learnings and implications for organisations. See the key findings in the infographic below ? Â The full executive…
Looking to be Legendary – Interview with Nationwide
Extract from Customer Focus Magazine: Issue 32 (May 2021) Joe Garner, chief executive of Nationwide Building Society, doesn’t just want to provide great service; for him, nothing short of being ‘legendary’ will do. Few organisations can honestly, and wholeheartedly, say…
APPG on Service with Respect campaign (27 May 2021)
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a dialogue with UK organisations across all sectors. At our last APPG meeting on 27 May, we discussed the abuse experienced…