A new report from The Institute reveals that Macmillan has secured top spot amongst UK charities, based on the experiences consumers have in their interactions with UK charities.read more
20 million British shoppers encountered delays with deliveries during last Christmas, according to new research, translating into a potential loss of £3.9billion for UK retailers. This is up 13% from the same analysis last year.read more
Undertaken to identify the key enablers of an effective return on investment in organisational customer service strategies, the Institute's latest report provides a compelling argument of a persistent link between high levels of customer satisfaction, turnover growth and employee productivity.read more
“Customers are for life, not just for Christmas” warns The Institute of Customer Service ahead of Black Friday.read more
Reputations are at risk as if organisations suffer cyber attacks. Here, The Institute responds to a warning from Forever 21.read more
Institute of Customer Service CEO, Jo Causon, responds to ONS data on UK productivity.read more
The Institute of Customer Service is delighted to announce this year’s UK Customer Satisfaction Awards finalists.read more
Brits dealing with customer service issues during office hours cost their employers £28 billion* per year in lost productivity, new research reveals today.read more
Institute CEO, Jo Causon, comments on the news that Monarch Airlines has ceased tradingread more
Ryanair have announced a further 18,000 flight cancellations and offered compensation to customers. Institute CEO, Jo Causon, adds her views.read more
Institute CEO, Jo Causon, comments on the news that the big four supermarkets have lost market share to Aldi and Lidlread more
The number of customers switching electricity suppliers has risen 14% this year according to Energy UK. Here, Jo Causon, CEO of The Institute of Customer Service, outlines how loyalty can be improved.read more
Jo Causon, CEO of The Institute of Customer Service, comments on the CMA’s investigation into Tesco’s proposed acquisition of Bookerread more
Satisfaction holds the purse strings for UK banks as customer favourites Nationwide, TSB, Santander, Halifax and NatWest gain over 20,000 accounts. Lower scoring banks see net loss of over 9,000 accounts.read more
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