Latest UK productivity figures - progress being made, but we're not out of crisis yet

15th Nov 2017

Jo Causon, CEO of The Institute of Customer Service, comments on the latest ONS UK productivity flash estimate: July to September 2017:

She says: “The UK economy is making steps in the right direction with today’s boost in productivity.

"However, the fact that is the first quarter of growth in output per house since Q4 2016 shows that we still have a long way to go and we are not out of the productivity crisis just yet. In order to sustain this positive growth, it is vital that employers engage with their staff as much as possible as an engaged workforce is paramount to the growth of the UK plc. Our own research shows that engaged employees are 27% more likely to go above and beyond the call of duty, and 59% less likely to look for a new role, therefore leading to a more productive workforce.

“This is where customer service really becomes the pillar to the growth of the economy as our research also reveals that Brits dealing with customer service issues during office hours cost the UK plc £28 billion per year in lost productivity. Productivity is a real concern, translating into a tangible loss for employers – and for the UK economy. There is a clear onus on companies to improve their customer service skills to protect the productivity of the UK workforce.”


Notes to editors:

For further information please contact:
Helen Glover or Mike Petrook (Institute press office)
E: [email protected] or [email protected]
T: 020 7260 2698 (Helen) or 020 7260 2631 (Mike)

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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