Customer Service Benchmarking

CIOL, along with a number of other professional institutes, recently took part in a Customer Service Benchmarking project organised by PARN (Professional Associations Research Network).

The aim was to gather insight into members’ perceptions of our customer service provision. Being part of this joint initiative enables CIOL to understand how we are performing and to benchmark our survey results against data from other participating professional bodies. The survey, which was sent to 5,200 CIOL members, was live for four weeks during March and April 2016.

The survey covered a number of areas including the nature of the last interaction, perceptions of the staff member during the interaction, satisfaction levels, responsiveness and overall satisfaction with CIOL’s customer service provision.

Members' feedback on the way we handle enquiries, whether received via email, website or telephone, is very important to us. The ratings and verbatim comments will enable us to review and improve our service and to offer staff training as required. See the full PDF icon Customer Service Survey

Jane Galbraith, Head of Membership, said "I am delighted with the results. We can clearly see where we need to make some improvements and where we are performing well, so I would like to extend my sincere thanks to everyone who took part; your views are important to us and will help us to improve our customer service provision".

Congratulations to three members who were drawn at random to receive a 50% discount on next year's membership fee as a thank you for taking part. They are: Mercedes Luzan MCIL, Joanna Carroll MCIL and Andrew Steel MCIL.

Further information from:
Debbie Butler
Communications and Marketing Manager
Chartered Institute of Linguists (CIOL)
020 7940 3105