Research Hub
We publish an independent, expert perspective and provide thought leadership, insights and advice to help organisations adapt to changes in the customer landscape and improve their performance.
Easing of lockdown presents a new set of challenges for leaders – they must remain focused on their purpose
As we tackle the intractable challenges ahead, it is the job of leaders to remain focused – and ensure that in dealing with short-term decisions, they do not lose sight of their long-term purpose.
Research & Insight
We help you understand the evolving customer environment, highlight the characteristics of excellent service, measure and benchmark your customer satisfaction, with practical insight and recommendations to improve.
UK Customer Satisfaction Awards
Book tickets
Annual Conference
Tickets
Events
There are always new events and webinars coming up. Some are open to the wider world, business leaders and customer service professionals, but most are exclusive to our members. Another…
Inspiring a Service Nation
Our Research shows that a sustained improvement in customer satisfaction will provide a ÂŁ33bn per year productivity boost to the UK economy. To achieve this and make the UK a…
Thought Leadership
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
News & Events
Some are open to the wider world, business leaders and customer service professionals, but most are exclusive to our members. Another great reason to join.
Top tips on how and why to conduct customer surveys during COVID-19
During the COVID-19 crisis many organisations have understandably been reluctant to run customer satisfaction surveys or research. Completing a satisfaction survey is probably not the priority for most customers at this time. By pressing ahead with a survey, organisations worry about appearing to be insensitive or out of touch. Or, if organisations have been unable to maintain accustomed service levels as a consequence of COVID-19, there is a concern that customer feedback only reflects the current context rather than the organisation’s broader service performance. However, as it becomes increasingly clear that measures to combat COVID-19 are likely to evolve but will be with us for some time, organisations need to recalibrate how they will gather and act on customer feedback.