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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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....
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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...
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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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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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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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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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In a world where the war on talent is growing, and ensuring we have the right people in our companies who are engaged and motivated to deliver, is becoming a real challenge for organisations across al...
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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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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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