Research to examine whether the Customer Service Professional Qualifications affect employee engagement, morale and confidence, and lead to increased customer satisfaction and reduced staff turnover and costs is being commissioned by the Improvement Service.
A growing number of Scottish councils and associated bodies are adopting the professional qualifications for Scottish local government customer-facing employees.The Improvement Service now plans to commission research to find out if studying for and holding the qualifications makes a difference to:
- candidates or holders of the qualification in terms of changes to engagement, morale and confidence levels
- customers' satisfaction levels
- organisations through reduced costs from less reworking and higher resolution of enquiries being achieved at the first point of contact
The research, involving a controlled study using both qualitative and quantitative techniques, is planned to take place over July and August 2009.
Further details on the research are available from Martin Brown on 01506-775583 or 07824-548407. Further details on the qualifications are available from Martin Brown, at www.customerserviceprofessional.co.uk or by emailing enquiries@customerserviceprofessional.co.uk
