PUBLICATIONS

All publications relating to Customer Service Excellence can be found here and are free to download. This page will be updated as material develops and is published.

The Customer Voice in Transforming Public Services [PDF 427KB 64 pages]
Bernard Herdan's review of the Charter Mark scheme and customer satisfaction measurement in public services.

• The Government Response to the Independent report by Bernard Herdan: The Customer Voice in Transforming Public Services [PDF 275KB, 10 pages]
  Annexes [PDF 2.0MB, 102 pages]
• The Key Drivers of Customer Service – MORI IPSOS - Commissioned by OPSR (Office of Public Service Reform) Cabinet Office - 2004 [PDF 284KB, 43 pages]