New research conducted by The Institute of Customer Service reveals that ineffective recruitment costs the UK £17.6bn annually.read more
Banking provider, first direct, tops the UK Customer Satisfaction Index (UKCSI), published today by The Institute of Customer Service, with a customer satisfaction score of 86.7 (out of 100).read more
Retailers who fail to deliver ‘excellent’ customer service during Black Friday risk losing £1.4 billion* in loyalty sales the following year, according to new research.read more
Institute CEO Jo Causon comments on the results and what they mean for customer service in the banking sector.read more
A new report released today reveals almost half of UK consumers (48%) would stop using – or switch – organisations if they were forced to speak to robots over people.read more
The UK Customer Satisfaction Index (UKCSI), published today by The Institute of Customer Service, reveals that customer service in the transport sector is rated lower by consumers than any other UK sector.read more
The UK Customer Satisfaction Index (UKCSI), published today by The Institute of Customer Service, reveals that Iceland tops UK supermarkets for customer satisfaction, having climbed 37 places in the rankings since this time last year.read more
Amazon has retained the top spot in the UK Customer Satisfaction Index (UKCSI), published today by The Institute of Customer Service. With a customer satisfaction score of 86.7 points (out of 100) this is the sixth consecutive time consumers have rated Amazon number one.read more
As Sainsbury’s and Asda unveil a deal to create the UK’s biggest supermarket chain questions are asked about the impact on customers.read more
The Institute responds as record switching levels show 24,000 customers a day switch energy supplier in February.read more
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