Watch our panel discussion webinar chaired by our CEO, Jo Causon, during which our panellists shared best practice and provided examples of how they have used insight to understand their customers better, improve customer experience and create impact. The panel…
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…
It’s been another demanding year for organisations in an environment beset by the pandemic, economic uncertainty and, more latterly, intensifying supply chain issues and disruption. If anything, 2021 has been just as tough as 2020 was! Thinking back to this…
By Jo Causon, CEO, The Institute of Customer Service Last week, we launched our latest piece of breakthrough research, examining how work culture, environment and practices could change over the next five years. The research is one of the most…
By Jo Causon, CEO, The Institute of Customer Service So much has changed through the Covid-19 pandemic and we simply don’t yet know the full extent of the impacts on how we live and work. But certain trends are clear,…
This research looks beyond the Covid-19 crisis to examine how work culture, environment and practices - particularly in a customer service context - could change in the next 5 years. The research highlights the key issues organisations need to address…
By Jo Causon, CEO, The Institute of Customer Service On the face of it, it was encouraging that our July UK Customer Satisfaction Index (UKCSI) recorded a small rise in overall satisfaction levels. Many organisations have worked extremely hard through…
By Jo Causon, CEO, The Institute of Customer Service The events of the past year have shaken the customer experience landscape - perhaps forever. As the long-term economic and societal impacts of the pandemic continue to take shape, organisations will…
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…
The UKCSI is the national barometer of customer satisfaction published twice a year by The Institute of Customer Service since 2008. It is an independent, objective benchmark of customer satisfaction on a consistent set of measures on over 272 organisations and…