Simon Williams, Director of Service Insights Ltd, will be presenting in the Performance Measurement and Management track of the European Operations Management Association Conference, July 2017. He will be presenting his latest research which developed a customer feedback model for service performance improvement. Simon said, "I'm really looking forward to connecting with colleagues from across the world at the conference. It's a great opportunity to showcase new research which shows the importance of using customer feedback as a strategic and operational performance tool, and the consequences of not applying it in a robust manner." The model will be available as part of a toolkit being developed by Service Insights Ltd.