Morrisons launches ‘Customers First’ initiative
Staff encouraged to adopt 'drop the box' policy
Businesses must resist short-term defensiveness in uncertain times
The Institute's twice yearly UK Customer Satisfaction Index (UKCSI) is perhaps our most revealing and comprehensive piece of research into the state and direction of standards of customer service.
Banking customer satisfaction reaches record high
The latest UK Customer Satisfaction Index (UKCSI) from The Institute of Customer Service reveals customer satisfaction with banks and building societies is at its highest point since the UKCSI began in 2008.
Response to Financial Reporting Council consultation on proposed revisions to the UK Corporate Governance Code
Institute of Customer Service response to the FRC consultation on corporate governance.
Service agenda holds up in tough 2017, but 2018 will be tougher still
As we approach the end of 2017 it seems fitting to look back and ask how organisations have fared with the customer service agenda this year and to anticipate what may follow in 2018.
Customer satisfaction rise underpins Tesco financial recovery
Tesco is today revealed as the most improved UK supermarket, with the company's upsurge in financial fortunes driven by a rise in customer satisfaction.
Amazon tops the charts for satisfied customers
For the second year running, Amazon is the organisation with the highest levels of customer satisfaction in the country, according to the latest UK Customer Satisfaction Index (UKCSI) from The Institute of Customer Service.
Customer satisfaction in the automotive industry is on the up, but businesses urged to ‘get it right first time’
The latest UKCSI gives the UK's automotive industry an overall customer satisfaction rating of 78.9 out of 100, 0.6 points higher than its July 2015 score.
Employee engagement: how it affects the customer experience
Employee engagement may be understood as a source of competitive advantage, but are Boardrooms really closing the gap between their perceptions and those of their staff?
7 factors influencing the future of customer service measurement
The Institute's research reveals a number of areas that organisations should measure to gauge customer satisfaction levels