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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
In my January blog, I wrote about the latest results of our UK Customer Satisfaction Index (UKCSI), and touched upon the fact that we have expanded the Index to include three new measures that give a ...read more
As I wrote in my blog at the end of last year, finding and retaining the right people has become an urgent priority for most of us running businesses if they are to be fit and prepared for the new unc...read more
“If you can keep your head when all about you are losing theirs…” We’re already nearly a month into 2019, but it feels like a New Year has not brought much that’s new – only an intensific...read more
There’s no doubt that 2018 has been a difficult year – one of the most challenging years I can remember. Levels of political and economic uncertainty have been almost unprecedented, and it doesn't...read more
The productivity debate has significantly risen up the political and business agenda. There are different views on what drives productivity, but understanding it is vital to improving living standards...read more
Just a few weeks ago at the beginning of October, organisations across the UK got involved in National Customer Service Week (NCSW). The Institute took a lead role in supporting many of the activiti...read more
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