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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

New Standard For Rail On-Time Performance

Virgin Trains logo


Virgin Trains has announced a new standard for on-time performance - just 59 seconds off schedule rather than previous 10 minute standard.

Read the announcement from Virgin and see media coverage from ITV News and Daily Mail.

Posted: 30 April 2016 

The Cost of Poor Service

Scottish Power logo


Energy regulator Ofgem has fined Scottish Power £18m for poor service.

Read the announcement from Ofgem, statistics about complaints to Scottish Power and media coverage from The Telegraph and The Scottish Daily Record. Also read a statement from Scottish Power.

Posted: 27 April 2016

Cold Calling Made More Difficult

The Department of Culture, Media and Sport is announcing an important change in the fight against cold calling. 

From 16 May 2016, the number of the caller must be displayed, even if abroad.

Read the announcement and media coverage from BBC News and Daily Express.

Posted: 25 April 2016

The Customer is King

amc logo


Yesterday in America, AMC, a cinema chain, announced that it would allow mobile phones to be used during movies. Just 24 hours later, it is all change, thanks to customer feedback. 

Read an announcement from AMC and articles from BBC News and The Guardian.

Posted: 15 April 2016 and updated on 16 April 2016

Could Robots Replace Customer Service Agents?

Facebook and Microsoft are working hard to achieve this.

Read articles from The Daily Telegraph and The Times  following some announcements from Facebook.

Posted: 15 April 2016

Huge Increase in Complaints About Vodafone

Ofcom logo


Communications Regulator OFCOM has reported a huge increase in complaints about Vodafone after issues with a new billing system.

Read media coverage from Sky News and BBC News websites.

Posted: 30 March 2016 

PPI Complaints Rise Whilst Others Fall

FCA logo


The half-yearly complaints statistics from the Financial Conduct Authority shows that half the complaints in the second half of 2015 were about Payment Protection Insurance.

Read the summary from the FCA and comment/analysis from Which?


Posted: 30 March 2016 

A Cafe Goes Cashless and Faceless

Tossed logo


Has quality customer service taken a turn for the worse? Tossed, a health food chain, no longer accepts cash and may soon abandon the human touch. 

Read articles from The Times and Bdaily.

Posted: 16 March 2016

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

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