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By Jo Causon, CEO, The Institute of Customer ServiceFor quite some time now, Brexit and other factors have led commentators and indeed myself to say we are living in ‘unprecedented times’. Wi...read more
Just as we recently celebrated ten years of the UK Customer Satisfaction Index (UKCSI), so in a couple of weeks’ time The Institute will be holding our tenth annual conference and customer service a...read more
For over a decade now, The Institute has been tracking customer satisfaction, publishing our UK Customer Satisfaction Index (UKCSI) every January and July and analysing the key trends. So this mo...read more
We are entering the crucial pre-Christmas period that can be make or break for retailers. It has already been a tough year on the High Street with many big names going out of business or announcing ma...read more
It’s National Customer Service Week (NCSW) from 7 to 11 October 2019. Every year, I am impressed and motivated to see so many organisations around the country embracing it and celebrating their comm...read more
What started as a blip has now become a trend. For the last four consecutive periods, the overall customer satisfaction score in the UK Customer Satisfaction Index (UKCSI) has fallen. The drop has bee...read more
We have recently published an important piece of research that looks at the extent to which organisations are managing to create omnichannel environments for their customers and how successful they ar...read more
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