The Institute is pleased to introduce the newly relaunched Service Culture Index (formerly ServCheck), an independent benchmark designed to help organisations understand and strengthen their service culture at its core. We recently hosted a launch webinar in which our Head…
What is the Service Culture Index? Service Culture Index is a powerful diagnosis and assessment tool that identifies the strengths and weaknesses of your culture for delivering excellent customer service and experience. It also provides a benchmark against a sector…
The Institute is pleased to introduce the ROI Toolkit: a set of tools, methodologies, case studies and research to help you demonstrate the return on investment in customer service. We recently hosted a launch webinar where our CEO, Jo Causon,…
On 1st November, we hosted a member-exclusive webinar to launch our new Trust Index. Jo Causon, the Institute's CEO, set the scene and highlighted our latest polling data on trust, followed by an in-depth review of our Trust Index and…
Our new Trust Index is an independent methodology, enabling you to measure, monitor and build trust with customers. It is a survey of your customers perceptions of how you perform across the Seven Drivers of Trust, indexed against other UK…