INSIDE
THIS EDITION..
Emotional Experience
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PLUS..
ECMW - European Customer Management World Conference
Employee Engagement
Using NLP to improve customer satisfaction
The Voice of the Customer
Fast Guide - Treating Customers Fairly
UKCSI Wave 3 Results
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UK Customer Satisfaction Index
In this article Robert Crawford Director of the Institute of Customer Service introduces us to the UKCSI and the IrishCSI
In April 2007 the institute of Customer Service launched the UKCSI and the IrishCSI. Similar to the twelve years old American Customer Satisfaction Index, its purpose to measure and monitor customer satisfaction levels accross the UK and Ireland. The questions and methodology are based on the findings of the recent customer priorities research conducted for the ICS by The Leadership Factor. Every six months it will provide an idependant picture of customer satisfaction levels based on the views of thousands of customers. ICS Director Robert Crawford explains the significance of the UKCSI both as a valuable tool for organisations and in providing the Government with an insight into economic trends.
Click here to download the whole article (pdf format)
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