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
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
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