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
Satisfaction holds the purse strings for UK plc as customer favourite, Aldi, makes biggest gains in sales. and market shareread more
A price cap on energy bills could be extended to many more households on low incomes, under plans being considered by regulator Ofgem. The Institute's CEO responds.read more
Jo Causon comments on the Financial Conduct Authority's recommendations and what they mean for consumers.read more
The Office of Rail & Road (ORR) has just released the latest figures on rail complaints. Jo Causon, CEO of The Institute, shares her views.read more
Brits worry about post-Brexit price increases but are still willing to pay significantly more for good service on holiday.read more
As the UK’s tourism industry readies itself for Brexit, data released today by The Institute of Customer Service suggests that customer satisfaction with the sector continues to rise.read more
Wagamama has announced the appointment of a new customer service director. Here Jo Causon explains why this is a good move.read more
As Vodafone says it will create 2,100 jobs in the UK focusing on customer service roles, Jo Causon, CEO of The Institute of Customer Service CEO, responds.read more
The Institute of Customer Service is calling on utilities companies to improve customer service practices or pay the price as Google Trends data reveal interest in switching has hit a four year high.read more
Jo Causon, CEO of The Institute of Customer Service, responds to figures from the ONS, showing growth in service output between November and December 2016.read more
Jo Causon, CEO of The Institute of Customer Service, responds to news that Toyota has reported a 24% fall in its net profit for the nine months to December 2016.read more
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