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...
read more
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
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 ...
read more
Most organisations like to say that “our people are our most important asset” - and rightly so. No business can function without the right people, and this is especially true in a service context....
read more
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...
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
On the 16th September the Payments Council launched a new -“7- day Switch”- account switching service (also called the Current Account Switch Service).This free service is designed to make switc...
read more
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...
read more
Institute membership gives you exclusive access to customer service research across all sectors.
Our training and accreditation programmes can raise your service standards.
We support some of the UK's leading businesses in improving their customer service.
