Every month we aim to bring you expert information to offer insights into how to enhance your business performance through following best practice, and this month we’re looking at our customer focus.

We recognise the value of good customer service, and strive to culturally align ourselves with our customers – to such an extent that it is often said that, through our collaborative working processes, we often look, feel and behave like the customer itself. The rewards of our commitment to aligning our business with our clients is illustrated through our contract renewal rate of around 88 per cent.

One of the ways we have improved our offering to customers is through the development of our unique customer-service-driven initiative MOUSE (Memorable, Outstanding, Unique, Service Experience). This approach is precisely what leads to the view our customers have of us: as a company that puts its customers first.