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
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
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
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
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...read more
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...read more
In times of uncertainty and change organisations need strong business leadership, more than ever.But, right now, I am concerned that, despite all the talented people in the workplace, today’s leader...read more
It is now widely accepted that employee engagement is a critical source of competitive advantage, yet despite many Boardrooms claiming that they understand its strategic value, our own research identi...read more
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...read more
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, ...read more
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...read more
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