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...
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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...
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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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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...
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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...
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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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Conditions are arguably as tough as they have ever been for the retail industry, with a seemingly never-ending stream of established names encountering difficulties. Last year, Toys R Us, Poundworld a...
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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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“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...
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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...
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The Institute’s twice yearly UK Customer Satisfaction Index (UKCSI) is perhaps our most revealing and comprehensive piece of research into the state and direction of standards of customer service. ...
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Customer satisfaction and transparency are what make a company a genuine ‘going concern’ . Carillion has hit the headlines again recently, with two MP committees decrying a “rotten corpor...
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With the proliferation of channels through which customers can contact organisations, and the explosion of data that creates, there are - on the face of it - tremendous opportunities to improve the cu...
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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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As the New Year gets under way, for many people it’s a time of reflection and resolution, with many individuals considering their current roles and careers. In fact, research shows that as many as o...
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As we approach the end of 2017 it seems fitting to look back and ask how organisations have fared with the customer service agenda this year.The answer is that many have fared well, but with room for ...
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Our report, that has just been published, is the most detailed UK study that I am aware of looking at the relationship between customer satisfaction and financial metrics such as turnover and profitab...
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As customer expectations of service continue to rise, it’s no longer good enough to deliver an ‘OK’ service. Nor is it good enough to perform well relative to your sector peers: customers don’...
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From artificially intelligent digital assistants to smart heating systems, washing machines and fridges, smart technology is multiplying and changing how we live. There’s no doubt there are huge pos...
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Today marks the start of World Digital Week, designed to encourage organisations to take stock of the way they’re using technology to engage with staff, stakeholders and customers.There’s no doubt...
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We’re in peak holiday season again – and this year feels like one of the most important ever for the UK tourism industry. One of the main effects of the Brexit negotiations so far has been a ...
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We are living in truly challenging times for business leaders. The economic outlook in the UK is increasingly a cause for concern, with inflation hitting a near four-year high last month and wag...
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This year marks the twenty-fifth anniversary of the origins of what is now the UK’s Corporate Governance Code. There’s no doubt that it has had a hugely positive effect , both in raisi...
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A report, published earlier this month, by the International Bar Association suggested that innovation in artificial intelligence (AI) and robotics could compel governments to legislate for quotas of ...
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A recent meeting of the All Party Parliamentary Group on Customer Service concluded regulation needed to become more “outcome-based” in order to better incentivise customer service improvements.&n...
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If anything is more incredible than Leicester City’s Premier League triumph, it is the amount of positive discussion and coverage it has received. The triumph of the underdog has captured the public...
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At the start of the year, the Institute published new research which explored changing customer priorities. It highlighted the elements of the ultimate customer experience which matter most to c...
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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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Customer service isn’t just something we encourage our members and the UK’s wider organisational community to practice. Inspiring others to make a difference is only possible if we lead by e...
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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 Autumn Statement underlined the importance of tackling youth unemployment in order to enhance UK competitiveness. The Chancellor announced the creation of an extra 20,000 higher apprenticeships ...
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The All Party Parliamentary Group on Customer Service was founded in July 2014 with an aim to raise awareness and understanding of customer service amongst parliamentarians and establish a dia...
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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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As we move towards the end of the summer I thought it was a good time to reflect on the environment we are working within and what the Institute is focusing on to help our members improve their cust...
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There’s not long left to enter the 2015 UK Customer Satisfaction Awards. The awards opened for entries in April 2014 and it didn’t take long for organisations to start downloading information, ...
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With UK Customer Satisfaction at it’s lowest point since 2011 what can you do to make sure customer service helps your business to succeed? Our research shows that where organisations d...
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Customer service is therefore made up of your people; their capabilities, competencies, attitudes, engagement, continuity and strategy, your processes; the creativity and consistency embedded in car...
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Today the significance of customer service excellence, and its recognition, is taking on new emphasis especially as the new economy emerges. Entrants into our awards are making a firm statement that...
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Non-food retail dominates UK Customer Satisfaction Index.Best-performing organisations see increase in recommendation. Customer satisfaction fuelling growth and market share in some sectors. Slight d...
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We asked Jo for her thoughts on three questions: What key trends have emerged this year? What have been the highlights for the Institute over the past year? What are you looking forward to this ye...
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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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The Institute’s Annual Conference took place on the 25th February 2014 at the Lancaster London Hotel. The Conference had 300 delegates, eight exhibitors and 10 leading speakers. The key themes fro...
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The Chancellor George Osborne delivered his Budget Statement to Parliament this week and announced a number of measures to boost business and economic growth. Corporation taxes are due to ...
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This year’s first meeting of the Institute of Customer Service’s Vice Presidents was joined by the group’s latest addition, Jonathan Preece – CEO of public sector shared services p...
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Legislation can help protect customers, but excellent customer service requires sustained focus from organisations. A new Consumer Rights Bill is predicted to boost the economy by £4 bil...
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The Institute of Customer Service Annual Conference has become a key fixture for all those wishing to gain insight and knowledge about customer service innovations and best practice. The confe...
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This week sees the launch of our new report ‘Are you being engaged? 2014’. It is an update of the 2012 research carried out by the Institute to investigate the link between employee engagem...
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