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...
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There’s no doubt that 2019 has been a challenging year for many businesses, dominated by uncertainty over Brexit and a subdued economy. But what does 2020 hold? Will we turn a corner and experience ...
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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...
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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...
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I am increasingly concerned that UK plc may be taking its foot off the accelerator. Too many organisations are focused on short-term reporting and short-term gains, and both often come at the expense...
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The presence of robots and Artificial Intelligence in the workplace is no longer the preserve of fiction. But what impact are technological advances having on customer service that relies so heavily...
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The past few weeks have seen some big brand names making bold, strategic, decisions that go right to the heart of customer service. At the start of May Morrisons announced plans to roll back sel...
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The findings from Ofgem’s recently released complaints handling report echo key themes in research from the Institute of Customer Service. The UK Customer Satisfaction Index (UKCSI) shows that cus...
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Institute of Customer Service response to the Public Administration Select Committee ‘More complaints please!’ report The Public Administration Select Committee’s (PASC) role is to examine t...
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A review and summary of evidence given by CEO Jo Causon as a member of the expert witness panel investigating complaints with the Public Administration Select Committee.What is the Committee about?T...
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