UK Customer Satisfaction Index

Transcription

1 instituteofcustomerservice.com JULY 2015 UK Customer Satisfaction Index Sample Sector Results

2 Contents Key findings of this report Part 1 Sector results Part 2 Organisation data for the Sample sector Part 3 Customer satisfaction and business metrics Part 4 Complaints measures Part 5 About UKCSI Indexes and metrics used in UKCSI Our research About The Institute of Customer Service UKCSI July 2015 Sample sector results

3 Key findings of this report Customer satisfaction for the Sample sector has increased by three points compared to July 2014 With the overall UKCSI remaining relatively stable over the last 12 months, the gap between the Sample sector and the UK average has increased from 4.4 points to 7.4 points. Compared to July 2014, customer satisfaction has increased, albeit slightly, in 22 of the 28 measures of customer experience. Customer demographics reveal differences in satisfaction. Whereas in the UK as a whole, Females are more satisfied with organisations than Males, there is little difference in customer satisfaction by gender in this sector. Satisfaction by age group shows a similar pattern to the UKCSI overall. Older customers are, on average, more satisfied with organisations than younger age groups. However, customers in the age groups have lower satisfaction for Sample Sector than for any other sector. Whereas customers in Wales have the highest customer satisfaction at an overall UKCSI level, they are the least satisfied concerning organisations in the Sample sector. The Sample service is the highest scoring organisation Sample service is a new entrant in the list of ranked organisations. Its relatively high score, 80.0, has been a factor in the sector s increased score compared to a year ago. Of the organisations that had a UKCSI score in July 2014, four have seen a decrease in UKCSI by at least one point. The Sample Service B has experienced the biggest drop in customer satisfaction, by 6.8 points. Only one organisation, the Sample Service 3, has increased its score compared to a year ago, with a rise of 5.1 points. UKCSI July 2015 Sample sector results 2

4 Key findings (continued) The Sample sector has the widest range of all sectors between its highest and lowest performing organisation Scores by organisation type range from 81.8 (Sample Sector A) to 60.4 (Sample Sector B). The measures where there is the widest gap in customer satisfaction between the highest and lowest performers are around complaint handling and reputation. Customer satisfaction drives customer trust As we have seen previously, customer satisfaction is closely linked with measures of trust, underlining the critical role of customer service as a driver of customer behaviour and business performance. Relative strengths and potential weaknesses in the Sample sector The Sample sector scores below the overall UKCSI average on all of the 28 measures of customer experience. It scores particularly low compared to the UK average on the measures associated with an organisation s website, particularly availability of support and ease of finding what you want on the website, as well as on time delivery. Customer satisfaction in the web channel has the lowest score in Sample Sector in relation to the UK average, compared to other channels. The web channel was only used in 4.8% of customers interactions, much lower than the UK average (22.9%). In person is the channel where Sample Sector scores nearest to the UK average (1.7 points below). 3 UKCSI July 2015 Sample sector results

5 Key findings (continued) The proportion of customers experiencing a problem has declined compared to a year ago, but remains above the UKCSI average The most frequently experienced types of problem in this sector are related to staff attitude, staff competence and late delivery/slow service. The proportion of customers who complained about their problem (66.6%) is markedly lower than the UKCSI average of 73.1%. The main reason cited for not making a complaint was that customers didn t think it would make any difference. The Sample sector scores below the UKCSI average for satisfying customers when they make a complaint. This is illustrated by the fact that two of the three most frequently encountered responses when reporting a problem were negative: seemed uninterested and made excuses. Over a third (34.4%) of customers who had complained said their complaint was still unresolved, a higher proportion than in most other sectors. Opportunities and recommendations There is an opportunity to improve on measures where there is most variation between the sector average and the highest organisation s score within the sector. The complaint handling measures and ease of getting through on the phone are areas where there is potential to improve, as the highest scoring organisation for these measures has scored more than two points above the sector average. The importance of handling complaints effectively is underlined by the fact that two thirds of customers who had a problem told others about their experience. Over 80% of word of mouth is negative if customers are very dissatisfied with the way their complaint was handled. Online interactions also offer opportunity for improvement for organisations in this sector, having the lowest satisfaction for the website compared to other sectors. UKCSI July 2015 Sample sector results 4

6 1 Sector results

7 Sector data summary UK all-sector average Sector 1 Sector 2 Sector 3 Sector 4 Sector 5 Sector 6 Sector 7 Sector 8 Sector 9 Sector 10 Sector 11 Sector 12 Sector 13 Helpfulness of staff Friendliness of staff (In person) Competence of staff Treated like a valued customer (General) Professionalism Reputation of the organisation (General) Price/cost (General) Product/service quality (General) Product reliability (General) Billing (General) Condition of delivered goods Quality & Efficiency Product/service range (General) Quality of Information/advice (General) Ease of doing business (General) Ease of finding what you want (Website) The check-out process (website) Ease of doing business Handling of enquiries (General) Being kept informed (General) The outcome of the complaint Handling of the complaint Staff understanding the issue Staff doing what they say they will do The attitude of staff Speed of resolving your complaint Availability of support (Website) Problem solving Speed of service (In person) Ease of getting through (Over the phone) On time delivery Speed of response (Writing) Timeliness CSI Likelihood to remain a customer Likelihood to recommend Likelihood to repurchase Loyalty index Customer Effort Complaints index Net Promoter Score (NPS) % who have recommended Most recent contact In person (e.g. visited a store/branch) 12.40% 67.00% 88.40% 12.40% 86.50% 67.00% 33.60% 88.40% 52.70% 61.70% 7.30% 33.60% 45.90% 7.30% In writing (letter or ) 9.20% 5.10% 1.10% 9.20% 1.60% 5.10% 5.00% 1.10% 2.40% 3.90% 13.10% 5.00% 4.40% 13.10% On their website 28.40% 5.70% 7.60% 28.40% 6.60% 5.70% 44.60% 7.60% 41.30% 10.00% 33.40% 44.60% 39.20% 33.40% Over the phone (e.g. called a contact centre) 50.00% 22.20% 3.00% 50.00% 5.30% 22.20% 16.80% 3.00% 3.60% 24.50% 46.20% 16.80% 10.40% 46.20% UKCSI July 2015 Sample sector results 6

8 Differences between overall UKCSI and Sample sector UK all-sector average Sample Gaps Helpfulness of staff Friendliness of staff (In person) Competence of staff Treated like a valued customer (General) Professionalism Reputation of the organisation (General) Price/cost (General) Product/service quality (General) Product reliability (General) Billing (General) Condition of delivered goods Quality & Efficiency Product/service range (General) Quality of Information/advice (General) Ease of doing business (General) Ease of finding what you want (Website) The check-out process (website) Ease of doing business Handling of enquiries (General) Being kept informed (General) The outcome of the complaint Handling of the complaint Staff understanding the issue Staff doing what they say they will do The attitude of staff Speed of resolving your complaint Availability of support (Website) Problem solving Speed of service (In person) Ease of getting through (Over the phone) On time delivery Speed of response (Writing) Timeliness CSI Likelihood to remain a customer Likelihood to recommend Likelihood to repurchase Loyalty index Customer Effort Complaints index Net Promoter Score (NPS) % who have recommended Most recent contact In person (e.g. visited a store/branch) 51.60% 62.90% 11.30% In writing (letter or ) 4.90% 3.40% -1.50% On their website 23.40% 17.80% -5.60% Over the phone (e.g. called a contact centre) 22.00% 18.90% -3.10% For customer effort, a lower score means less effort was required on the part of the customer, so for this measure a lower score is a more positive one. 7 UKCSI July 2015 Sample sector results

9 Satisfaction trends in the Sample sector Jan-09 Jul-09 Jan-10 Jul-10 Jan-11 Jul-11 Jan-12 Jul-12 Jan-13 Jul-13 Jan-14 Jul-14 Jan-15 Jul-15 UKCSI overall Sample sector UKCSI score UKCSI July 2015 Sample sector results 8

10 Range of scores against customer priorities above average sample organisations below average sample organisations Helpfulness of staff Friendliness of staff (In person) Competence of staff Treated like a valued customer (General) PROFESSIONALISM Reputation of the organisation (General) Price/cost (General) Product/service quality (General) Product reliability (General) Billing (General) Condition of delivered goods QUALITY & EFFICIENCY Product/service range (General) Quality of Information/advice (General) Ease of doing business (General) EASE OF DOING BUSINESS Handling of enquiries (General) Being kept informed (General) The outcome of the complaint Handling of the complaint Staff understanding the issue Staff doing what they say they will do The attitude of staff Speed of resolving your complaint PROBLEM SOLVING Speed of service (In person) Ease of getting through (Over the phone) On time delivery Speed of response (Writing) TIMELINESS UKCSI July 2015 Sample sector results Note: the averages for customer priority measures shown on this chart are based on an average of the scores for each organisation that receives a UKCSI score. As a result, they differ from the sector averages shown elsewhere in this report, which are based on an average of all the respondents in the sector.

11 Channel usage and satisfaction Satisfaction by channel Channel usage in the sector (most recent contact) UKCSI Overall Sample Sector Website 5% In writing 6% In person 69% Phone 20% In person In writing Website Phone The proportion of customers using each channel for their interaction, for this sector UKCSI July 2015 Sample sector results 10

12 Satisfaction by customer segments Satisfaction by customer age Satisfaction by gender Satisfaction by UK region UKCSI Overall Sample Sector UKCSI Overall Sample Sector UKCSI Overall Sample Sector to to to to to and above Male Female Central England Northern England Northern Ireland Scotland South East England South West England Wales 11 UKCSI July 2015 Sample sector results

13 2 Organisation data for the Sample sector

14 Organisation ranking by UKCSI score July 15 UKCSI July 14 UKCSI Change UK all-sector average 75.0 UK all-sector average Sample Sample Sector 70.0 Company Company Company Company Company Company Company Company Company Company Company Company Company Company UKCSI July 2015 Sample sector results

15 Key metrics by organisation UK all-sector average Sample Company 1 Company 2 Company 3 Company 4 Company 5 Company 6 Company 7 Helpfulness of staff Friendliness of staff (In person) Competence of staff Treated like a valued customer (General) Professionalism Reputation of the organisation (General) Price/cost (General) Product/service quality (General) Product reliability (General) Billing (General) Condition of delivered goods Quality & Efficiency Product/service range (General) Quality of Information/advice (General) Ease of doing business (General) Ease of finding what you want (Website) A 8.5 A The check-out process (website) A A A A A A Ease of doing business Handling of enquiries (General) Being kept informed (General) The outcome of the complaint A A A A A A A Handling of the complaint A A A A A A A Staff understanding the issue A A A A A A A Staff doing what they say they will do A A A A A A A The attitude of staff A A A A A A A Speed of resolving your complaint A A A A A A A Availability of support (Website) A 8.5 A A Problem solving Speed of service (In person) Ease of getting through (Over the phone) On time delivery Speed of response (Writing) A A A A A A A A A Timeliness CSI Likelihood to remain a customer Likelihood to recommend Likelihood to repurchase Loyalty index Customer Effort Complaints index Net Promoter Score (NPS) % who have recommended Most recent contact In person (e.g. visited a store/branch) 71.20% 69.50% 71.20% 68.80% 67.20% 69.50% 64.70% 62.70% 67.00% In writing (letter or ) 1.40% 1.20% 1.40% 2.20% 6.60% 1.20% 3.80% 2.00% 4.00% On their website 12.30% 12.20% 12.30% 12.90% 12.30% 12.20% 12.80% 14.40% 12.50% Over the phone (e.g. called a contact centre) 15.10% 17.10% 15.10% 16.10% 13.90% 17.10% 18.80% 20.90% 16.50% a. Data not published as fewer than 10 customers scored this requirement for this channel b. No customers scored this requirement UKCSI July 2015 Sample sector results 14

16 Net Promoter Score and Customer Effort NPS Customer effort UK all-sector average 10.0 Sample Sector 7.8 UK all-sector average 5.0 Sample Sector Company Company Company Company Company Company Company Company Company Company Company Company Company Company For details of how the NPS and Customer effort measures are derived, please refer to the Indexes and Metrics section at the end of this report 15 UKCSI July 2015 Sample sector results

17 3 Customer satisfaction and business metrics Loyalty, repurchase, recommendation, trust

18 Satisfaction and intention to remain a customer JULY 15 UKCSI Retention* UK all-sector average Sample Company 1 Company Company Company 2 Company Company Company Company Company Intention to remain a customer Company 10 Company 7 Company 9 Company 6 Company 8 Company 3 Company 5 Company 4 Company Company Company * Retention score is based on responses to the question: How likely would you be to stay as a customer of XX? 1= Extremely unlikely 10= Extremely likely UKCSI 17 UKCSI July 2015 Sample sector results

19 Satisfaction and intention to make a purchase JULY 15 UKCSI Repurchase* UK all-sector average Sample Company 1 Company Company Company Company Company 2 Company Intention to buy another product / service Company 4 Company 5 Company 6 Company 3 Company Company Company Company Company Company Company 9 Company Company * Repurchase score is based on responses to the question: How likely would you be to buy another product/service from XX? 1= Extremely unlikely 10= Extremely likely UKCSI UKCSI July 2015 Sample sector results 18

20 Satisfaction and intention to recommend JULY 15 UKCSI Recommendation* UK all-sector average Sample Company 1 Company Intention to recommend Company 4 Company 5 Company 6 Company 2 Company 3 Company Company Company Company Company Company Company Company Company Company Company 9 Company Company * Recommendation score is based on responses to the question: How likely would you be to recommend XX to friends or relatives? 1= Extremely unlikely 10= Extremely likely UKCSI 19 UKCSI July 2015 Sample sector results

21 Customer satisfaction and trust JULY 15 UKCSI Trust* UK all-sector average Sample Company 1 Company Company 3 Company 2 Company Company Company Company 4 Company Trust rating Company 5 Company 6 Company 7 Company Company Company Company Company Company Company Company * Trust rating is based on responses to the question: To what extent do you trust XX? 1= Not at all 10= A great deal UKCSI UKCSI July 2015 Sample sector results 20

22 4 Complaints measures

23 Complaints index UK all-sector average 69.5 Sample Sector 70.0 Company Company Company Company Company Company Company For details of how the Complaints Index is derived, please refer to the Indexes and Metrics section at the end of this report UKCSI July 2015 Sample sector results 22

24 Customers experiencing a problem % of customers experiencing a problem with the organisation in the previous three months UK all-sector average Sample Sector Jan-10 Jul-10 Jan-11 Jul-11 Jan-12 Jul-12 Jan-13 Jul-13 Jan-14 Jul-14 Jan-15 Jul-15 Nature of the problem (Sample sector) 0% 10% 20% 30% 40% Quality or reliability of goods/services 10.0% Staff attitude 40.0% Staff competence 30.0% Late delivery or slow service 30.0% Suitability of goods / services (e.g. didn t do what you expected) 20.0% Cost 5.0% XX not keeping its promises and commitments 10.0% Availability of goods / services (e.g. couldn t find what you wanted) 15.0% Other 20.0% 23 UKCSI July 2015 Sample sector results

25 Rates of complaining % of customers who have made a complaint / reported a problem in the previous three months UK all-sector average Sample Sector Jan-10 Jul-10 Jan-11 Jul-11 Jan-12 Jul-12 Jan-13 Jul-13 Jan-14 Jul-14 Jan-15 Jul-15 Reasons for not complaining / reporting the problem Customers with a problem who complained vs those that didn t complain 0% 10% 20% 30% 40% 50% 60% 70% Didn't know how to 10.0% Didn't know who to complain to 20.0% UKCSI Overall 70.0% 30.0% Didn't think it would make any difference 50.0% Didn't have time 10.0% Don't like complaining 15.0% Sample Sector 80.0% 20.0% The complaints process is too much hassle 20.0% Other 12.0% Made a complaint / reported the problem Didn't complain / report the problem UKCSI July 2015 Sample sector results 24

26 Methods of contact when making a complaint How did you contact the organisation? How did the organisation contact you? 0% 10% 20% 30% 40% 50% 60% 0% 10% 20% 30% 40% Face to Face 40.0% Face to Face 30.0% 35.0% 25.5% Telephone 50.0% Telephone 20.0% 40.0% 20.0% 20.0% 15.0% 20.0% 25.0% Post 15.0% Post 15.0% 10.0% 10.0% Social Media 10.0% Social Media 3.1% 5.0% 8.8% Text / SMS 1.8% Text / SMS 2.5% 1.0% 1.2% Other 1.0% 0.5% Actual Prefer Other 0.6% 1.2% Actual Prefer 25 UKCSI July 2015 Sample sector results

27 Complaints: initial reactions How did the organisation react to your complaint at the time you first informed them? 0% 5% 10% 15% 20% 25% 30% 35% 40% Dealt with it immediately 20.0% Listened carefully/wanted to fully understand the problem 10.0% Were sympathetic 15.0% Apologised 25.0% Acknowledged your complaint in writing 5.0% Told you what would happen next 20.0% Replied quickly 15.0% Made excuses 30.0% Took responsibility 10.0% Told you how long it would take to resolve 15.0% Did you have to escalate your No 65.0% complaint? Yes 35.0% Seemed uninterested 25.0% Dismissed it 10.0% Passed you on to someone else 20.0% Took too long to reply 15.0% How did you escalate your complaint? 0% 10% 20% 30% 40% 50% 60% Informed a supervisor or manager 40.0% Contacted head office 25.0% Contacted someone outside the organisation (e.g. Ombudsman\Media\MP\Citizens Advice) 30.0% Used social media 20.0% Other 15.0% UKCSI July 2015 Sample sector results 26

28 Complaints: time taken to resolve How long did it take to resolve your problem? 0% 5% 10% 15% 20% 25% 30% 35% 40% Immediately 10.0% 35.0% Within 24 hours 15.0% 15.0% 2-3 days 9.5% 15.0% 4-7 days 5.0% 20.0% 1-2 weeks 10.0% 9.5% 3-4 weeks 10.5% 10.0% How long did it take to resolve your problem? How long should it have taken? Over 1 month 5.0% 2.5% Still unresolved 15.0% 10.0% 27 UKCSI July 2015 Sample sector results

29 Satisfaction with complaints handling The final outcome of your complaint Sample Sector Jul-15 UKCSI Overall Jul-15 Sample Sector Jan The way XX handled your complaint Staff understand the issue Staff doing what they say they will do The attitude of staff Speed of resolving your complaint UKCSI July 2015 Sample sector results 28

30 Word of mouth: telling others about problem experiences Did you talk to anybody else about this experience? Yes 35% No 65% Was what you said positive, negative or a mixture of the two? 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Customers scoring 1 to 4 for Satisfaction with complaint handling 20.0% 70.0% 10.0% Customers scoring 5 to 7 for Satisfaction with complaint handling 40.0% 25.0% 35.0% Customers scoring 8 to 10 for Satisfaction with complaint handling 50.0% 20.0% 30% Positive Negative A mixture of the two 29 UKCSI July 2015 Sample sector results

31 5 About UKCSI

32 How UKCSI works Respondents Rates customer satisfaction with 225 organisations in 13 sectors of the economy, covering many of the leading organisations in each sector, including 17 generic types of service, such as your local council, your local restaurant etc. UKCSI also provides satisfaction ratings for each of the 13 sectors and for the UK as a whole. Only organisations which exceed a minimum sample size receive a UKCSI score. UKCSI was launched by the Institute of Customer Service in January 2008 and is published twice per year. It therefore provides a unique way of measuring current customer satisfaction of UK consumers, as well as trends over time. UKCSI is based on customers actual service experiences. Customers are asked to rate individual organisations they have dealt with on a range of customer service attributes related to professionalism, quality and efficiency, ease of doing business, timeliness, problem solving and complaint handling. Responses are scored on a scale of 1 to 10. The overall UKCSI for each organisation is the average of all of its customers satisfaction scores, weighted for each question grouping (based on weightings established through customer research conducted by the Institute of Customer Service). Overall scores for each sector are mean averages of all responses. Each UKCSI includes customer responses gathered for that report (in this case July 2015) and for the previous report (in this case January 2015). UKCSI therefore provides a rolling view of customer satisfaction in the UK. Overall, there are a total of 39,000 responses from 10,520 respondents included in the July 2015 UKCSI. Each respondent can answer questions on up to five organisations across five different sectors. Respondents are recruited through an online panel. The survey is representative of the UK by age profile, gender and region. 31 UKCSI July 2015 Sample sector results

33 UKCSI survey responses by sector Sector July 2015 survey: total responses per sector January 2015 survey: total responses per sector Total responses included in UKCSI July 2015 Automotive Insurance Banks & Building Societies Leisure Sample Public Services (National) Retail (Food) Retail (Non-food) Services Telecommunications & Media Tourism Transport Utilities UKCSI July 2015 Sample sector results 32

34 Indexes and metrics used in UKCSI Complaints index A complaint is defined by the following questions: Did you have a problem with the organisation? Y / N Did you tell anyone about it? Y / N. If the answer is Y it is a complaint Customers are asked to score different aspects of the complaint handling process including: The way the complaint was handled Attitude of staff Staff understanding of the issue Speed of resolution Staff doing what they say they will do The final outcome of the complaint Loyalty index An average score based on 3 loyalty questions: how likely customers are to stay recommend the organisation to others buy another product/service from the organisation Each organisation that meets a minimum quota for number of complaints is allocated a Complaints Index figure, which is calculated as follows: 50% How well organisations avoid giving customers a problem in the first place 25% How happy the customer is with how their complaint was handled 25% How happy the customer is with the outcome of their complaint Only complainants rate the outcome of the complaint & handling of the complaint. 33 UKCSI July 2015 Sample sector results

35 Customer effort This metric is based on the question: How much effort did you have to make to complete your transaction, enquiry or request on this occasion (1-10 scale). A lower score signifies less effort required on the part of the customer. Organisations use Customer Effort scores to: Understand and benchmark ease of doing business Gauge their efficiency and speed in dealing with customers Customer effort is most appropriate in service situations where customers don t want to be dealing with the organisation and/or seek to minimise the time/effort spent completing their transaction or enquiry. Net Promoter Score This metric is based on likelihood to recommend scores. The NPS formula used in UKCSI is: % of respondents scoring 9/10 (out of 10) on likelihood to recommend MINUS % of respondents scoring 1-6 on likelihood to recommend EQUALS Net Promoter Score for the organisation Organisations use NPS to: Track levels of satisfaction and recommendation Gauge their ability to create promoters, while minimising detractors. UKCSI July 2015 Sample sector results 34

36 Our research Our research brings an independent, expert perspective to the key issues in customer service, providing insights and advice to help organisations understand how to adapt to the changing customer and market landscape, improve their customer service and business performance. Recent research publications Leading by example How values-based leaders are shaping the future of customer service By examining service leadership from the perspective of 30 senior executives in some of the UK s leading organisations, 504 frontline employees and 158 customer service managers from a diverse set of organisations, this research gives a unique new insight into what leaders need to do to be personally effective as well as embed a service culture in their organisation. It identifies seven essential elements which leaders need in order to thrive in relationship economy, where the quality of relationships with customers, employees, partners and collaborators is crucial to successful leadership and performance. Service goes social From customer service to social intelligence Examines how and why customers are using social media to interact with organisations; and what organisations need to do to adapt and respond. It is based on original research with over 2,000 customers and interviews with customer service leaders and practitioners. 35 UKCSI July 2015 Sample sector results

37 Beyond measurement Customer service and business performance. The research aims to help CEOs, senior executives and customer service leaders measure customer service in order to deliver sustained improvement in business performance. It identifies an ecosystem of measures which organisations should use to track the impact of their customer experience and examines how organisations currently measure the return on investment of customer service. Organisations can use the research to reassess their current service measurement and insight activities and identify any gaps. Bespoke research We provide customised analysis and research tailored to your organisation s specific needs, providing actionable insights that address your customer service priorities: Profiling customer segments, understanding differences by gender, region and age group Understanding the impact of specific customer service initiatives Benchmarking your organisation against specific competitors or organisations Bespoke surveys measuring customer experience and attitudes Generating actionable insights to improve your performance For more information about our research: Visit or enquiries@icsmail.co.uk UKCSI July 2015 Sample sector results 36

38 The Institute of Customer Service Independent, professional body for customer service, with over 450 organisational members and over 5,000 individual members. Our purpose is to enable organisations to achieve tangible business benefits through excellent customer service aligned to their business goals; helping individuals to maximise their career potential and employability by developing their customer service skills. We provide a framework for our members to share and learn from each others service delivery experiences and offer wide-ranging support for continuous customer service improvement. As the professional body we are independent setting standards so that our customers can improve their customers experiences and their business performance. The Institute is secretariat to the All Party Parliamentary Group on Customer Service. Key activities undertaken by the Institute include: Research and reports on the latest customer service trends and thinking Publication of the UK Customer Satisfaction Index (UKCSI) twice a year Benchmarking and diagnostic tools to identify areas for improvement by surveying your customers and employees Accreditation of organisations commitment to and achievement in customer service Training and accreditation programmes for customer service professionals Professional qualifications for individuals at all stages of their career Public policy development. For further information please visit

39

40 T: E: instituteofcustomerservice.com ISBN-*-******-**-* 1,350