Mystery Shoppers

Featured Article February '09

In a letter to Drapers Record late last year David Parsons, Chief Executive of the Institute of Customer Service, emphasised the importance of delivering high quality service

‘It is’, he wrote, ‘more important than ever for organisations to ensure that their staff can deliver an even higher quality experience to their customers.’

This message has been reinforced by Jo Causon who has been appointed his successor.  Speaking about her appointment, which she will take up in April 2009, Causon said that she was ‘delighted to have the opportunity to shape UK customer service at such a critical time.’

She said that customer service is ‘the key differentiator’ and that ‘the delivery of outstanding service to customers is particularly important in the current challenging economic environment.’

 

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