Guidance Notes ⋆ Institute of Customer Service

Business Benchmarking: getting started with your survey

May 19, 2022
Featured, Guidance Notes

Business Benchmarking is a survey of your customers based on the UK Customer Satidfaction Index (UKCSI) and customer priorities. To make the best of your insight, we recommend using the standard question set, so you can preserve the benchmark and…

Business Benchmarking: uploading database

Business Benchmarking: guide to uploading your customer database

May 19, 2022
Guidance Notes

This article covers: Database quality requirements Guide to uploading customer database Database quality requirements Addressing your customers Make sure you add customer names to your database, otherwise we will use “Hello Customer” greeting on your survey invite email. Additional data…

How to make an effective complaint

June 8, 2015
Guidance Notes
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A good moan can make you feel better, but it's only a complaint when it's directed at an organisation or person who, at least theoretically, can do something about it

Handling complaints

June 8, 2015
Guidance Notes
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The professional and efficient handling of complaints is a critical factor for all organisations, in both the private and the public sector

Setting customer service standards

June 8, 2015
Guidance Notes
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We are used to such phrases as "100% reliable" and "works everytime" as they relate to products. These product quality standards have developed over time, as consumers have become more demanding of manufacturers