UKCSI In-person Launch (19 Jan 2027)

Join us in London (venue TBC) on 19 January 2027 for the launch of the latest UK Customer Satisfaction Index (UKCSI) and be among the first to hear what the data reveals about the changing customer landscape.

First published in 2008, the UKCSI has become the definitive benchmark for customer satisfaction in the UK. Its findings are used by government and regulators to inform policy, while organisations across the UK use the insight to shape strategy, investment and cultural change.

This member-exclusive event is a chance to hear the latest UKCSI findings, connect with fellow members and explore what the results mean for the future of customer service. We’ll look at the current customer satisfaction landscape, emerging changes in customer behaviour and the important relationship between service and financial performance.

We’ll also be joined by a panel of industry experts, who will share their perspectives on this year’s findings and consider what they mean for the future of service. You’ll have the opportunity to put your questions to the panel during a live Q&A, hosted by our CEO, Jo Causon.

Agenda:

• 08:30am Arrival, refreshments & networking
• 09:15am Opening address from Jo Causon, CEO, The Institute of Customer Service
• 09:30am Overview of key UKCSI findings by Brian Weston, Director, Research and Member Propositions, The Institute
• 10:00am Panel session
• 10:45am Networking & refreshments
• 11:30am Event close

We hope to see you there.