Public services are opening up to more and more competition. New providers are increasing the choice for citizens with the aim of driving up the quality of service they receive. How public sector organisations treat customers, how they deal with their feedback and complaints and how they change what they do as a result – these factors shape the services that people want and value. At a time of reduced budgets and stretched resources, the success of customer focused strategies becomes essential to every organisation – enhancing outcomes and delivering cost-effectiveness for providers.

The latest UK Customer Satisfaction Index (UKCSI, January 2012) shows that local public services have seen their customer satisfaction ratings fall. In the private sector, customer satisfaction and loyalty are often seen as vital for survival and success. Public sector organisations have also come to realise that looking after their customers and taking the opportunity to learn from them enables delivery of services that are both effective and efficient. At Excellence in Customer Service: Supporting Quality Public Services our expert speakers will explore how customer insight tools, techniques and analysis offer an opportunity to deliver greater value for money and positive outcomes for service users.