responding to your customers' email Buchanan benchmarks best practice customer service by email, conducting independent mystery shopper email surveys designed to reflect current Internet consumer concerns. Our surveys cover both public and private sector and not for profit organisations who offer email customer contact points on their websites. Where a similar service is offered by a number of companies we compare the offerings against a model of customer requirements. improving customer service levels We support customer service improvement programmes by monitoring the quality of the response and the levels of customer satisfaction achieved. We are able to guide programmes in how to achieve the highest levels of consumer satisfaction on the Internet. special customer service staff skills Our tailored training programmes skill staff to meet customer service need in the digital age. provision of top quality customer response teams To support clients as they move to the establishment of in-house handling of customer service by email we provide integrated support teams to work alongside developing staff teams, giving just-in-time coverage for periods of high customer service demand on a 24/7 basis.   buchanan values We believe Internet consumers demand respect for their privacy, service that treats them as unique and special individuals and prompt and accurate response to their concerns. Our business depends on the highest standards of integrity and respect for the companies we survey as well as our clients.   our mission Buchanan addresses the core issues in the use of email to support real communication. We lead by example in developing the values that underpin successful use of email by virtual teams in all contexts.