Our latest January 2023 UKCSI revealed that employees are spending an average of 4.8 working days a month dealing with customer problems, costing UK businesses an estimated £11.4bn a month in lost productivity. As a result, companies are taking record…
Our new polling data reveals that customer abuse of public-facing worker has risen significantly in the past six months. See shocking footage of some of the behaviour that customer service staff have to deal with. To find out more about…
Listen to the Institute's CEO, Jo Causon, discuss the importance of National Customer Service Week as a celebration of customer service excellence on BBC Radio Wales:
Our research with customers suggests that interactions with chatbots can be amongst the least satisfying and most annoying experiences with organisations. Mariella Frostrup from Times Radio discusses some of the key findings from our latest Breakthrough Research report, "A Connected…
Hospitality staff say frustrated customers have left them demoralised and upset with some at "breaking point". Our CEO, Jo Causon, advises on what business can do to support their customer-facing staff. To find out more about our Service with…
Customer service complaints have hit their highest level on record and are costing British businesses more than £9bn a month in lost staff time, research has found. As firms struggle to cope with global supply issues and a staffing crisis,…
Businesses need to be flexible and transparent with their customers who face rapid price rises - in order to get loyalty in return, according to the Institute of Customer Service. Nearly six in 10 consumers (58%) said low prices would…
After almost two years of campaigning through our Service with Respect initiative, new legislation comes into effect making the penalties for abusing customer-facing workers much harsher. The Guardian covers the rise in violent and abusive behaviour towards shop workers in…
After almost two years of campaigning through our Service with Respect initiative, new legislation comes into effect making the penalties for abusing customer-facing workers much harsher. BBC News covers the rise in violent and abusive behaviour towards shop workers in…
The issue of prestige for frontline service workers - FT 6 April Want to Understand Power in the 21st Century - is critical for the UK's service economy. Customer-facing staff account for 61% of the nation's workforce. They are the very bedrock…