Customer satisfaction with national public services is on the up, but there’s still room for improvementread more
Customers are happier with local public services than they were six months ago, but businesses are urged to ‘get it right first time’read more
The Institute’s latest study sheds light on a number of UK service failingsread more
A report by the Legal Services Consumer Panel has called for clearer information to support customer choices and drive market competitionread more
Tesco’s recent interaction with a customer on Facebook shows the value of handling complaints with careread more
The competition watchdog has called for greater transparency, in an effort to make it simpler for customers to change bank accountsread more
As it becomes harder for firms to earn customer loyalty, there’s an opportunity for the automotive sector to build on the quality of serviceread more
The banking sector delivers above-average customer service, but has room for improvementread more
Our understanding of digital behaviour is changing, Nicola Millard, BT’s Head of Customer Insight and Futures explainsread more
Customers have few complaints with their insurance providers, but are looking for sustained top-quality serviceread 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.