By Jo Causon, CEO, The Institute of Customer ServiceThe UK has been living in lockdown for more than five weeks now. These are certainly extraordinary and challenging times. As individuals, as familie...read more
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
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
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