Improving customer service is a priority for employers of all types and sizes during 2007 – and employee engagement is the route to success. This is the finding of new research conducted by Investors in People, the organisation that helps employers realise the business benefits of investing in their people.

The research found that nearly six in ten organisations (59%) plan to invest more on customer service in the coming year than they did in the last 12 months (40% will invest roughly the same). And 61% cite staff training and development and better management as the most important route for achieving this. Only a quarter (26%) point to new technology and improved communications systems as the most important area for investment.

Employers also highlight a range of challenges that they are looking to address in order to improve customer service levels. Nearly a quarter (23%) are specifically seeking to increase employee motivation, whilst 28% are working to overcome difficulties in recruiting the right people.

Simon Jones, acting Chief Executive of Investors in People UK, commented:

“As customer service becomes an increasingly critical way to differentiate from the competition, organisations need to make sure they are doing everything in their power to keep customers engaged. Unsurprisingly, 97% of organisations said that ability and attitude of staff has a significant impact on customer service. This underlines just how important it is to find the right employees and both inspire and equip them to deliver the type of service needed to create a positive customer experience."

“Employers should look to strike the balance between supporting employees, providing advice and assistance, and giving them the responsibility to respond to customer demands on an individual basis. Employees who are empowered in this way, and aren’t restricted by excessive procedure, will inevitably be more motivated and inclined to go ‘the extra mile’ for customers.”

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Notes to editors

The survey took place in January and February 2007 via a questionnaire of approximately 600 committed and recognised organisations who work with the Investors in People Standard.

Investors in People:

• This year, Investors in People is celebrating its 15th anniversary.
• The Investors in People Standard provides a framework for improving business performance and competitiveness through good practice in human resource development.
• An organisation that has achieved the Standard has been successful in adopting and maintaining its three fundamental principles: Plan - developing strategies to improve the performance of the organisation, from business goals to leadership strategies; Do - implementing those strategies, taking action to improve the performance of the organisation; Review - evaluating and adjusting those strategies, measuring their impact on the performance of the organisation.
• The Investors in People Standard and Profile are promoted and developed by Investors in People UK – an organisation whose main stakeholder is the Department for Education and Skills.

The Investors in People Standard is delivered by a partner network:

1. In England, the network of Investors in People Quality Centres.
2. In Scotland, Scottish Enterprise (SE) or Highlands and Islands Enterprise (HIE).
3. In Wales, the Business Skills Delivery Team at the Department for Education, Lifelong Learning and Skills, Welsh Assembly Government.
4. In Northern Ireland, the Department for Employment of Learning.

Investors in People is available for further comment. Please contact the Investors in People press office 020 7544 3118.  For more information on Investors in People please visit www.investorsinpeople.co.uk