How we help supercharge your customer service
Develop your people
Better trained staff are able to service your customers more efficiently and effectively.
Measure & Benchmark
Independently measure your success, identify opportunities and benchmark against competitors.
Policy Engagement
We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.
Enhance Your Profile
Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.
Set Service Standards
Find out how to set the highest quality standards to provide excellent customer service consistently.
A Critical Friend
We act as your critical friend – giving you an impartial outside perspective when you need it.
Research & Insight
Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.
Advice & Support
Weâre here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
How infrastructure upgrades can drive better customer satisfaction
The Heathrow debate has reared its head once again, owing to the Governmentâs backing for a third runway and this weekâs calls for a review of the way it is regulated, as passenger charges rise and operating standards fall. Those in favour need to make the case for it better, in terms that feel real to the customers and citizens it…
Preparing for the expected, managing the unexpected
No business, society or organisation operates in a vacuum, and we have long lived with turbulent and changing landscapes. In…
Regulating for sustainable growth
Since its first months in office, the Government has signalled its desire to deliver economic growth. Making this a reality,…
Green shoots showing in customer satisfaction â now organisations must turn it into a sustained recovery
As 2025 gets underway, businesses still face a challenging economic and wider operating environment â but there is at least…
Our Members
We have around 350 organisational members – big and small â spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
