BBC News covered the launch of our UK Customer Satisfaction Index (UKCSI) findings on 7 July 2021: Customers fed up with Covid excuse for bad service Customers have appreciated improvements or innovation in service such as better scheduling to avoid…
"With staffing shortages causing great problems it is critical retailers retain their best employees and avoid losing them because of the rising levels of abuse they face at the hands of customers. To avoid this all retailers should look to…
By Jo Causon, CEO, The Institute of Customer Service June has seen many people and organisations across the world celebrate Pride month - with activities ranging from the launch of new, Pride-themed products to raise money for LGBTQI+ charities to…
"Good customer service is only possible where an organisation is clear about what it is trying to do, who it is trying to serve, and then actually delivers on that. It is about being very clear about the purpose and…
"Businesses that fail to bring greener products and services to market could see sales decline over the next five years."Â Read the full article in Talking Retail ?
"With everything the past year or so has thrown at us, it is hard to overplay the impact it has had on the nation's psyche. Many of the changes caused by the pandemic were quick-fix, temporary measures which we will…
Watch Simon Johnson, General Manager UK&I, Freshworks and our CEO, Jo Causon, discuss the leading and lagging indicators of successful customer engagement and what organisations need to do to get customer engagement right in 2021 and beyond.
"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.