Having completed over 6,000 customer service interviews, we firmly believe that performance improvement can be driven most effectively by measurement. However, measurement is only really helpful if it identifies actions for improvement rather than how you perform compared with everyone else.

Our web based measurement tool KPI-online (part of our ACE System) is a low cost way of measuring customer service, and you can find out more about it by going to www.kpi-online.co.uk.

On this page you can also download a range of documents on improving customer service, some of which are CPD certified. Just click on the links.

To view the downloads you will need to have Adobe Acrobat Reader installed. For a free download click on the Acrobat icon below:

Latest ACE System News:

Edge Ahead - and make your clients happy

CPD White Papers:

WD1X Focusing the whole supply chain on the end users needs will save you money

WD2X Having a process for improving your customer service to get you onto tender lists

WD3 Continuous improvement isnt just about coming up with bigger scores

CPD Briefing Notes:

BD2 Managing long supply chains to focus on the ultimate customers needs

BD3X KPIs prove more useful when they can identify actions for improvement and dont get side-tracked by benchmarking against everyone else

CPD Case Studies:

CD2 Managing your end-users expectations by finding out what they are at the start of the project

CD3 Customer alignment (KPI-online)

Presentations:

Introduction to measuring customer satisfaction

Hot Topics:

Mace - Improving performance on the Hertfordshire Schools Contract

Morgan Est - Developing a customer feedback tool to drive improvements

Annual Results - Benchmarking contractors performance in 2004

You can find out more by going to www.kpi-online.co.uk. If you'd like to see how the measurement element of the system works in practice, please email us for access to the demo site, at

If you'd like to receive any of our current publications on the topics listed below or new CPD material when published, please complete our online CPD registration form. We hope you enjoy reading our documents and find them useful.

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