Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards.

We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make.

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in.

Published on 02 August 2023

Reversing a decline in customer satisfaction can unlock productivity gains for business

With economic conditions tight and a possible recession looming, every customer purchase decision matters to businesses. Whatever sector you’re in, there are many facets to enticing customers to buy – quality, value for money, convenience – but one of the key ingredients is customer service. Keeping satisfaction high through service excellence will maximise levels of repeat business and increase brand advocacy to others. Investing in the service agenda has a clear ROI, as The Institute has long argued.

It is worrying, therefore, that our research at this critical juncture finds customer satisfaction is now on a downward trend. The UK Customer Satisfaction Index (UKCSI) tracks customer sentiment twice yearly and has been running since 2009. It covers the complete waterfront of the economy across 13 sectors and gathers data from thousands of customers.