British Standard Institution | OpinionMatters Objective BSI wanted to establish how customer service has changed in the years between 2008 and 2013 in order to inform and help them re-launch the British Standard BS 8477 Code of Practice for Customer Service. They were also looking to raise awareness of this newly revised standard and help organisations to better understand the benefits of standards Strategy Opinion Matters undertook quantitative research into the opinions of 2,000+ consumers’ around customer service. The research focused on repeating key areas which were initially explored back in 2008 such as satisfaction around the handling of complaints, reasons for moving to a competitor/new service provider and influences that prevent consumers buying products both abroad and in the U

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