If you are interested in communicating the results of your Business Benchmarking survey, we would be delighted to support you. To ensure consistency and alignment of messaging, we are sharing some handy guidelines on how to approach creating external and internal communications material.  Process  Any formal internal or external communications should be shared with the…
What is it: in a customer service context, root cause analysis is a process for identifying the main causes of service issues or complaints and proactively remedying these to improve the customer experience. Why it matters: reducing the number of…
On 17 May, we launched our Breakthrough Research on the evolution of customer behaviours and the implications for organisations. Brian Weston, The Institute’s Head of Research and Insight, shared an overview of the recent research results. This was followed by a panel of sponsors who discussed the research results in the context of their own…
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 effectively measure your CX performance against others in or outside your sector. Our Business Benchmarking…
In the July 2021 UKCSI, we assess how customer experience, behaviours and preferences have changed during the COVID-19 pandemic. The research includes key learnings and implications for organisations. See the key findings in the infographic below ? Â The full executive…
Extract from Customer Focus Magazine: Issue 32 (May 2021) Joe Garner, chief executive of Nationwide Building Society, doesn’t just want to provide great service; for him, nothing short of being ‘legendary’ will do. Few organisations can honestly, and wholeheartedly, say…
The January 2021 UKCSI is 76.8 (out of 100), and the lowest level since July 2015. Many organisations have displayed incredible agility to maintain services and respond proactively to changes in their customers’ circumstances and needs – seeking to reassure,…
Your Member Dashboard gives you easy access to your member benefits along with our latest thought leadership, member-exclusive resources and events. Watch the intro video below ? and explore your Member Dashboard here. If you have any questions, please contact…
What sort of behaviour is acceptable in the workplace and in the interaction between customers and service providers?