The Motability scheme is a vital service for people with severe disabilities through which individuals can use their government mobility allowance to lease a car, scooter or power chair. Service is central to their offer, but they needed inspiration, help and advice, so turned to The Institute for support. Read on to find out why.
The Institute of Customer Service has long believed that organisations who deliver excellent service to customers experience better financial performance as a result. Now, in a seminal report, we have the hard evidence that shows it.
Claims Consortium specialise in claims for property damage from perils such as storm, flooding or fire. Integral to the group's success has been a focus on customer service. You only have to read a short way down the homepage on their website before you come to the statement: 'Customer service is the foundation of everything we do.'
As 'the power behind energy efficiency, IMServ provides energy data and metering services to a range of customers. It was about five years ago that senior management at IMServ realised they needed to do more around the service agenda and they argue that The Institute provided that framework.
Ahead of World Digital Week, the CEO of The Institute of Customer Service, Jo Causon, explores how technology must blend with the human touch to drive great customer service.
Institute of Customer Service evidence for the Independent Review of Employment Practices in the Modern Economy
Institute of Customer Service response to Competition and Markets Authority consultation on The Retail Banking Market Investigation Order 2017
SSP's global head of customer service, Tracie Ward, discusses the ongoing transformation it takes to serve customers whose business models change daily
The latest UK Customer Satisfaction Index suggests that, in the retail sector, growth and market share continue to be linked to customer satisfaction. Here are five ways to impress consumers
Openreach has longstanding membership of the Institute through BT Group. Having entered “ and won “ an award in the National Customer Service Awards for ˜best application of technology' earlier in 2015, the company had begun to get more involved with Institute activities. And National Customer Service Week (NCSW) seemed like another great initiative to get behind.