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SOCAPiE is Europe’s oldest and foremost organisation for customer service and consumer affairs and is for professionals working in customer service across Europe.

It promotes the exchange of ideas, expertise and opinions amongst practitioners, academics, opinion formers and governments and develops and encourages a higher professional profile for those working in customer service.

It does this by maintaining dialogue and engagement with various stakeholders and providing products and services to help organisations achieve world-class service delivery.

Latest news

Banks and Insurers are told 'Make It Easier'

In just a couple of days, banks and insurers have been told to make it easy for customers. 

The Competition & Markets Authority has told banks to use smarter technology whilst insurers have been told to quote last year's premium alongside the renewal amount.

Read articles from The Times about banks and insurers.  

Posted on 12 August 2016

Would You Want To Talk To a Machine?

Are you happy to talk to a chatbot rather than a real person? 

An interesting article has just been published on the BBC website.

Posted on 5th August 2016

Customer Facing Public Service Staff Can't Speak Adequate English

A report from the Cabinet Office revelas that over 7,000 staff in key public service roles can't speak adequate English.

Read a Daily Mail article


Posted on 22nd July 2016


80 Years Continuous Customer Service

The Speaking Clock has provided service for 80 years. Despite new technology, it handles over 30m calls/year.

Read this Daily Express article.


Posted on 11 July 2016

Technology Innovation in Service Delivery

In recent weeks, announcements from several organisations have involved the launch of technology solutions potentially replacing service jobs. 

Raddisson Blu Edwardian Hotels now have a chatbot concierge.

Just Eat are trialling robotic food delivery. 

Posted on 7 July 2016

Rail Passengers are Feeling The Strain

Transport Focus logo


The latest survey from Transport Focus shows that rail users, particularly commuters, are facing tough times.

Read the press release with links to lots of statistics.

Posted on 30th June 2016

Train Operators To Be Fined for Being a Minute Late

A report in The Times indicates that a train will be considered as late running if it arrives a minute late. 

Read the article.

Posted on 24th June 2016

Has Poor Service Resulted in Wrong Tax Payments?

NAO logo


The National Audit Office report criticises HMRC for its deteriorating call centre service. A Daily Telegraph article claims that, as the result, many people may have paid the wrong tax.

Read the NAO report and the Daily Telegraph article.

Posted: 25th May 2016 

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