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By Jo Causon, CEO, The Institute of Customer ServiceI wrote in my blog last month that, in many ways, emerging from the lockdown is when the real test for businesses begins. That feels even more true...read more
By Jo Causon, CEO, The Institute of Customer ServiceAfter two months in lockdown, life is beginning to gradually open up again. There is the definite sense that we are entering into the next phase of ...read more
By Jo Causon, CEO, The Institute of Customer ServiceThe UK has been living in lockdown for more than five weeks now. These are certainly extraordinary and challenging times. As individuals, as familie...read more
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
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