Companies are seeking to improve their Web-Site so that requests for information can be dealt with more promptly and their new site will also contain customer services information. Also, "Direct Dial Inwards" (DDI) has been introduced along with VPN (Virtual Private Network) service. This facilitates calls between the Company and other VPN sites. As most sites have converted to DDI this means that staff should be in a position to dial desk to desk. This also means that customers can be transferred to the appropriate agency without having to make a second phone call. Staffs are encouraged to use proper voice mail recordings with up to date information

Many businesses have endeavoured to make comment cards available at all of their customer service outlets and a few are considering the feasibility of establishing customer panels on a pilot basis. However, some businesses have acknowledged that the response to customer surveys in the past has been poor, possibly reflecting the frequently voiced customer complaints of too much form filling. It may also be an indication that progress has been made and that customers are more satisfied with the customer service being offered