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The Customer Correspondence Audit: Identifying Friction Points in Your Library

31 January 2026 · Customer experience

Illustration: a customer journey with milestones

← Ethical User Research: Managing Consent and Privacy in 2026 All insights Communicating Bad News: Best Practices for Service Outages and Price Rises →

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Our quality management processes are established under our accreditation to ISO 9001:2015 (SAI Global, licence QEC 6535).

In the spirit of reconciliation the Customer Science Group acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

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