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…
Breakthrough Research: How Customer Behaviours are Evolving and the Implications for Organisations – webinar recording
Business Benchmarking: getting started with your survey
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…
UK Customer Satisfaction Index (UKCSI) Jan 2021 – Infographic
The January 2021 UKCSI is 76.8 (out of 100), and the lowest level since July 2015. Many organisations have displayed incredible agility to maintain services and respond proactively to changes in their customers’ circumstances and needs – seeking to reassure,…
Quick tour of your Member Dashboard
Your Member Dashboard gives you easy access to your member benefits along with our latest thought leadership, member-exclusive resources and events. Watch the intro video below ? and explore your Member Dashboard here. If you have any questions, please contact…