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.
Insight & Thought Leadership
Facing up to the true cost of complaints
As we lean into the consequences of the cost of living crisis, it is important we continue to recognise and address true customer needs, and not make assumptions about what customers want. Inflation is affecting all of us, but it is clear that the impact is far from even. While rising numbers struggling to afford essentials, many still enjoy the…
UK customer service complaints at highest level on record, research finds
Customer service complaints have hit their highest level on record and are costing British businesses more than £9bn a month…
Cost of living: firms warned consumers want more than low prices
Businesses need to be flexible and transparent with their customers who face rapid price rises – in order to get…
How to define and measure the return on investment of customer service
At a time of acute financial challenge, organisations need to make savings and think hard before making any new investment…
Events and Training
Customer Journey Mapping Workshop (19 Aug 2022)
In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future…
Introduction to Vulnerable Customers – Workshop for Managers (8 Aug 2022)
Introduction to our Digital Workbook for FirstImpressions (27 Jul 2022)
QPM Networking Forum (1 Dec 2022)
QPM Networking Forum (1 Sept 2022)
Our Members
We have around 400 organisational members – big and small – spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
