"Customer satisfaction across all sectors of the UK economy has been declining for the past three years. Whist the utilities sector has bucked this trend in the last two years – rising 0.7 points to 72.7 (out of 100) in…
"Over 130 organisations have already pledged to the campaign, representing more than a million employees and a combined turnover of £150 billion. That’s testament to the fact that something needs to change, but also to the commitment that many companies…
Listen to Jo Causon, Institute’s CEO, in conversation with Hannah Louise Cox, Practice Lead at Douglas Jackson, discussing the decline in UK customer satisfaction and how organisations can improve their customer experience.
"In surveys customers will talk about the functional things as being important with retailers but the things that make a difference relate to how the retailer makes them feel" - Jo Causon, CEO, Institute of Customer Service in The Retail…
" The results of our latest UK Customer Satisfaction Index (UKCSI), published in January 2021, revealed customer satisfaction in the UK continues to decline, reaching its lowest level since July 2015. The banking sector contributed to this trend with one of…
"As we cautiously look to rebuild from the crisis, restoring customer confidence will be crucial to survival", says Institute's CEO, Jo Causon to Travel Weekly 👇
"Having well-trained customer service operatives who have high emotional intelligence is really important" - says Institute's CEO, Jo Causon, CEO to The Guardian 👇 Following requests and suggestions from our members, we have launched a series of training modules…
"In the face of ongoing uncertainty and shifting customer needs, this is an urgent wake-up call for all sectors, in particular retail, to make service a boardroom priority or risk undermining recovery later this year" - Jo Causon, CEO, The…
