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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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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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...
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It may be hard to believe, but two years have now passed since the historic referendum on Brexit. We stand just nine months away from leaving the EU, albeit with a transition period set to run to the ...
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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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The Institute’s latest annual conference produced fascinating debate focusing on how organisations can develop game-changing strategies, in what is becoming an increasingly unpredictable environment...
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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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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...
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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 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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A recent meeting of the All Party Parliamentary Group on Customer Service concluded that organisations increasingly risk losing customers’ trust because of the way their data is used. The meeti...
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When the Queen makes her speech and sets out the priorities for the new government, I would like to see her acknowledge the vital importance of customer service to the UK economy. I would like to see ...
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