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…
"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…
"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…
"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…
" 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…
Listen to Jo's BBC interviews below discussing the findings from our new research revealing an increasing number of abuse on essential workers. We are calling for Government and businesses to do more to protect our frontline customer-facing staff: Institute 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.