Prioritising customer service could help tackle service sector slowdown

6th May 2016

Reacting to news that growth in the service sector has fallen to a three year low, Jo Causon, Chief Executive of the Institute of Customer Service, said:

“A slow-down in the UK service sector is unwelcome news for the UK economy, particularly given that over 70% of its GDP is generated from the service industry. Markit’s Purchasing Managers’ Index states that growth has been sluggish with only 0.1% growth for April – the slowest pace in three years for this particular month.

"Debate over the UK’s membership of the EU has been highlighted as one of the main contributors to this ‘near stall’ in growth. While this will inevitably be presenting challenges for the sector, we also need to retain focus on the bigger picture. 

"One answer to this growth conundrum might lie with service providers themselves in respect to the close correlation between skills development, employee satisfaction, and ultimately, customer satisfaction. By focusing on providing high quality customer satisfaction, organisations can boost confidence among their consumers and in turn the sector as a whole.

"Fostering the right relationships with customers isn’t just a ‘nice to have’ – it is central to the success of all customer facing organisations and an external factor that the UK’s service sector needs to be constantly monitoring and acting on.”  


Notes to editors

For further information please contact: 

Ellie Scott and Carole Cassidy

[email protected] 

T: 0207 010 0831 (Ellie Scott) or 0207 010 855 (Carole Cassidy) 

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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