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Really interesting choice of subject for Sian Fisher, CII CEO.

And an intriguing stance “It doesn’t matter what else happens, as long as the customer remains the focus” as this doesn’t seem to reflect the reality of the CII’s approach.

- Service levels have plummeted since she took office in 2016. SLAs are no longer enforced, with Customer Service openly admitting their policy is one of “dealing with matters when we can” e.g. backlog of emails in the 0,000s.

- Significant numbers of Corporate Chartered renewals going past renewal date. Frequently by many months and some by more than a year. Should these firms be allowed to use the Chartered title if it’s not been verified they meet the standard?

- Qualification changes being withdrawn due to criticism of profiteering.

- A ‘Diversity & Inclusion’ policy so heavily weighted towards gender inequality that it’s neither inclusive nor diverse.

With the CII enjoying a monopoly in the UK, it’s customers don’t have the choice of going to “another supplier”. It’d be interesting if they did.

As for CII staff, a quick look at the ‘Reviews’ on Glassdoor.co.uk suggests the ‘change’ experience at the CII hasn’t been a “positive” one.