The latest UK Customer Satisfaction Index (UKCSI) results prove the link between customer satisfaction and sales performance, show that organisations struggle to deliver consistent service across channels and reveal a growing gap between the top and bottom rated sectors.
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UK Customer Satisfaction Index results January 2012
The UK Customer Satisfaction Index January 2012 - executive summary
The latest UK Customer Satisfaction Index (UKCSI) is the national measure of customer satisfaction for UK organisations. Read the executive summary to find out which organisations have performed well, how service relates to profit and growth and for additional analysis of the energy sector.
UK Customer Satisfaction Index results January 2012: Top 5 organisations in each sector
The UKCSI results are split into 13 sectors. See the top five organisations in each sector and top 10 overall performers.
10 ways to win the battle against customer churn
UK firms are already feeling the impact of customer churn. Business leaders fear losing 10% of their customer base over the next three years, threatening some £2.23 billion of revenue. Here are 10 ways you can win the battle against customer churn.
customer focus issue 6 available
The latest issue of our quarterly magazine for directors and senior managers is out now.
Employee ownership: A panacea for employee engagement?
Deputy prime minister Nick Clegg recently called for wider share ownership among workers. Is creating a John Lewis style economy a panacea for employee engagement, growth and profits?
Keep your customers loyal by asking them the right questions
Customer churn costs UK businesses around £2.2 billion a year, which makes establishing how loyal your customers really are, and knowing what you need to do in order to make them buy from you again, a vital business. But how do you find this infomation when even the most seemingly simple of transactions is actually complex?
Conference 2012: Customer service: the competitive advantage
At our 2012 Conference business leaders and policy makers will explain how investing in your customer service will achieve better bottom line results.
Measuring customer emotion: Trust, confidence and customer loyalty and advocacy
Next month we'll publish the results of our bi–annual customer satisfaction survey, the UKCSI. The UKCSI looks at many elements of the customer/organisation experience, including speed of service, helpfulness of staff and complaint handling, and how they relate to customer advocacy. In this post Simon Merry discusses two of the most topical drivers of advocacy and loyalty: trust and confidence.
10 ways to reduce customer churn
Institute chief exec Jo Causon on how to improve customer loyalty and cut out the cost of replacing lost customers.
Institute members win at operational awards ceremony
Institute members swept up at the 2011 eg operational excellence awards.
Home based contact centres - a time for new thinking?
Ernst & Young have published a white paper that argues for home working as a cost-effective solution to many of the problems faced by contact centre operations.
Social media in the public sector: Overcoming fear to help customers
Christine Townsend, a former multimedia producer with Sussex Police and a serving special constable, looks at how public sector organisations need to overcome cultural and technological barriers in order to use social media for the public good, just like some police forces.
Institute Conference 2012 - Customer service: the competitive advantage
Speakers include CBI director general John Cridland, LV= group chief executive Mike Rogers and David MacLeod, report commissioner, Department for Business Innovation and Skills.
National Customer Service Week 2011 roundup
This year's celebrations included a toast rack vintage car, face masks and a customer service surgery.
How Steve Jobs and Apple made technology for customers
Apple and Steve Jobs redefined how technology is designed, placing the customer and their experience at the heart of everything.
Customer Champion 2011
This year's Customer Champion is Denise (Dee) Janes from Southeastern Railway.
Low pay in customer service: A symptom of how we really view service?
Our research into customer service employment shows huge growth over the last decade. However, salaries remain well below the national average. What does this say about our attitude to providing service?
customer focus issue 5 available: Delivering service through innovation
In this issue we look at how new ideas, a different style, and a fresh look at processes, people and strategy, will make a difference to the customer service that you want to deliver.
Do we need more customer empathy during a recession?
Customers’ pockets are tighter in a recession. They are more discerning about how they spend their hard-earned incomes, but low prices aren’t always the main driver for the purchases that they are making. Competing through a low-cost price differentiation strategy can end in misery. Does looking at empathy provide a way for companies to prosper during tough economic times?
Find out about organisational membership
Improve customer satisfaction, employee engagement and bottom line performance. Find out how membership can benefit your organisation.