Institute reaction to the latest Consumer Confidence Index, and Office of National Statistics Index of Services results

26th Aug 2016

Responding to the latest Consumer Confidence Index and Office of National Services Index of Services results, Jo Causon, CEO of the Institute of Customer Service comments:

“Despite recent uncertainty around UK economic growth, consumer confidence and our services industries have proved resilient, but the question is whether this trend can continue. It won’t if current levels of customer service fail to reach excellent standards across the board, as this has a significant impact on the bottom line.

“Our own data shows that 43% of consumers have purposely not bought a second product or service from an organisation, if they’ve had a less than satisfactory experience.  Worryingly, one in six also claim to experience poor customer service at least once a week.  It’s a stark warning to Boardrooms because we’re clearly not seeing the level of service customers demand and this is a huge missed opportunity.

“It’s more important than ever for businesses to invest in the development of their customer-facing staff as better service leads to improved market share.  If we are to tackle the current challenging economic backdrop, organisations need to realise that investing in skills is the best approach to long-term stability.”


Notes to editors

For further information please contact: 
Ellie Scott, Carole Cassidy or Rebecca Stevenson
E: [email protected]
T: 0207 010 0831 (Ellie Scott), 0207 010 855 (Carole Cassidy), 020 7010 0810 (Rebecca Stevenson) 

About the Academy
The Institute of Customer Service Academy provides a range of people development programmes for employees in customer-facing roles and those who manage customer service teams or coach them. Courses range from 20 – 30 hours and are designed to build skills to help organisations deliver sustainable levels of customer service.

About The Institute of Customer Service
The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.  The Institute is a membership body with a community of over 500 organisational members – from the private, public and third sectors – and over 4,000 individual memberships.  For more information about the Institute of Customer Service go to

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