SMT GB is reinforcing its commitment to delivering exceptional customer experience through its ongoing engagement with The Institute of Customer Service, the UK’s leading independent professional body for customer service. SMT GB has been a member of The Institute of Customer Service since December 2023.
As part of its customer-first strategy, SMT GB is actively leveraging the expertise and resources of The Institute of Customer Service to benchmark performance, gather actionable insight, and continuously enhance the quality and consistency of its customer interactions.
Customer experience remains a core strategic priority for SMT GB, underpinned by a structured survey strategy designed to capture, analyse, and act on customer feedback at key touchpoints across the customer journey. Through its work with The Institute, SMT GB has strengthened this approach by aligning its feedback programmes with recognised industry standards and best practice.
A key component of this strategy is the use of independent customer insight benchmarking, including ServCheck (now the Service Culture Index) and Business Benchmarking, available to The Institute of Customer Service members as part of their membership benefits. These surveys provide robust, impartial feedback on customer satisfaction and loyalty, enabling SMT GB to gain a clear, data-driven view of performance across its operations.
In addition to surveys, SMT GB’s broader feedback programme is designed to provide both transactional and relationship-level insight, ensuring the business can respond quickly to immediate comments while also identifying longer-term trends and opportunities for improvement. Insights gathered through the surveys and feedback mechanisms are reviewed regularly and embedded into business decision-making, helping to drive measurable improvements in service delivery.
Through The Institute’s benchmarking and alignment to UK Customer Satisfaction Index (UKCSI) insights, SMT GB is able to compare its performance against national and sector benchmarks. This ensures a consistent focus on continuous improvement and helps identify areas where the business can adopt best practice or further enhance its customer offering.
Matt Sprott, Customer Success Manager at SMT GB, said:
“Our involvement with The Institute of Customer Service plays a vital role in shaping our customer experience strategy. By combining independent insight from The Service Culture Index and Business Benchmarking with our broader feedback programme, we are able to listen more effectively to our customers and take meaningful, data-driven action. This ensures we are continually improving and delivering the high level of service our customers expect.”
This insight-led approach is helping SMT GB to strengthen customer relationships, improve responsiveness, and deliver greater consistency across all touchpoints. By placing customer feedback at the heart of its strategy, the business continues to evolve its services in line with customer expectations.
Looking ahead, SMT GB will continue to build on its relationship with The Institute of Customer Service, further enhancing its survey strategy and using insight-driven initiatives to support sustained improvement in customer satisfaction and long-term business growth.
About the Institute of Customer Service
The Institute of Customer Service is the UK’s independent, professional body for customer service.
The Institute’s purpose is to enable organisations to improve their performance through service excellence.
It is the leading voice championing customer service – enabling members to improve their customer experience and business performance. The Institute is the secretariat for the All-Party Parliamentary Group on Customer Service.
For more information, visit: www.instituteofcustomerservice.com