This survey of customer service directors in public and private organisations across the UK, commissioned by the software company Touchpaper, reveals that 85 per cent believe rising customer expectations about service levels are among the main challenges they face. The survey found that customers are increasingly likely to complain when faced with poor service, according to 97 per cent of customer service chiefs polled.Almost 80% of customer service directors believe that there is a greater awareness of consumer rights and 74 per cent highlight a cultural shift, with customers losing their famous reserve, making them more confident about speaking up for themselves when they experience poor service. The directors believe that for the public sector to be seen as successful it is more than ever important for citizens to be treated as valued customers.

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DOCTORS’ BODY OPPOSED TO REGULATION CHANGES

Doctors’ leaders believe proposals for fundamental changes to the regulation of the profession are a missed opportunity. The British Medical Association has rejected some of the measure put forward by England’s Chief Medical Officer Sir Liam Donaldson and they are particularly concerned about the idea of lowering the standard of proof required to strike off a doctor.

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RECYCLING RATES UP ACROSS WALES

Every local authority in Wales has increased the amount of rubbish now being recycled instead of being sent to landfill. The latest figures show that almost a quarter of all Welsh municipal waste is recycled or composted.

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