John Hughes is founder and Managing Director of the Customer Services Network. He has over 15 years experience in providing customer feedback solutions, including survey design, reporting, analysis and the development and implementation of improvements plans. He has led the delivery of Net Promoter & Customer Experience measurement programmes to a diverse range of organisations, including Nationwide, Kraft, CIBA Vision, F&C Investments, Freedom Communications, Nottingham and West Bromwich Building Societies, NS&I, Booker Cash & Carry, Bromford Housing, Caravan & Camping Club and Birmingham Midshires. One of his current project is the delivery of monthly Net Promoter scores across 12 European countries plus the USA for IMI Norgren. In 1996, John successfully led Birmingham Midshires Building Society to overall success in the Unisys Management Today Service Excellence awards. From 1998 to 2006 he continued his association with the Awards as an lead-assessor. Following the withdrawal of Unisys as the main sponsor in 2006, John and CSN became part owners of the replacement programme "the Customer Experience Accreditation and Awards" which is published in Sunday Times. John is also BQF/EFQM trained assessor and a guest lecturer at Warwick Business school. In 2007 he was awarded an outstanding teacher award in recognition of excellent teaching to the Warwick MBA programme. John is a member of the Institute of Management, Institute of Business Consultancy, Institute of Customer Service and as well as a regular conference speaker.