UKCSI In-person Launch (20 Jan 2026)

Following the success of last year’s debut, we’re delighted to bring back our in-person UK Customer Satisfaction (UKCSI) launch hosted by first direct on 20 January 2026, 08:45 – 11:30 am.

Since its first publication in 2008, the UKCSI has evolved into the definitive benchmark for customer satisfaction in the UK. Today, it’s used by government and regulators to inform policy, and by businesses to drive strategy, investment, and cultural change.

This member-exclusive event offers a unique opportunity to gain insights into the latest UKCSI findings, connect with other members, and share knowledge. Join us to explore the current state of customer satisfaction, emerging shifts in customer behaviour, and the vital link between exceptional service and financial performance.

We will also be hosting a panel session consisting of industry experts and as a member, you are invited to hear their thoughts on the latest results and the future of service. You can put your questions to them in our live Q&A which will be hosted by our CEO, Jo Causon.

Panellists:

Chris Pitt, CEO, first direct

Chris is currently the CEO of first direct. Leading one of the best customer services businesses in the UK – powered by doing the right thing, delivering on what matters to customers and challenging the status quo. Prior to this, he was Chief Marketing Officer for HSBC UK, where he was responsible for the leadership of a marketing team who developed and delivered all HSBC, first direct and Marks & Spencer Bank marketing activity.

Chris is driven by an interest in understanding what matters to people and communicating brands and propositions that deliver to their needs. He is particularly interested by the intellectual challenge of new ideas and business opportunities.

Dame Irene Hays, Owner & Chair, Hays Travel

Dame Irene Hays built her career in both local and central government. Now the owner of Hays Travel, Dame Irene has been Chair of the Hays Travel Group for 16 years. Her late husband, John Hays, began selling holidays in 1980 and Dame Irene joined him in running Hays Travel when she retired from Whitehall.

Both Irene and John were hailed as ‘heroes of the high street’ in 2019, when they acquired the Thomas Cook estate and offered jobs to nearly 3,000 people. Headquartered in Sunderland, Hays Travel is the UK’s largest independent travel agent.

Supporting and enabling young people to reach their potential has been a constant throughout Dame Irene’s career. She was awarded a CBE in 2008 and a Damehood in the New Year Honours List of 2020 for services to the education and training of young people.

A huge thank you to first direct for hosting this event in their Head Office. Due to capacity, we have a limited number of spaces, which are available on a first-come, first-served basis. They are only available to organisational members and are strictly limited to one per organisation.

We hope to see you there.