Tesco is today revealed as the most improved UK supermarket, with the company’s upsurge in financial fortunes driven by a rise in customer satisfaction.read more
What impact does a failed delivery have on organisational reputation? What should organisations be doing to improve their delivery promise and can they fix a damaged reputation?read more
What will 2017 have in store for UK organisations? Will 2017 be the year customer service becomes synonymous with organisational strategy? Our latest report tells you more.read more
As the Chancellor delivers his first Autumn Statement and focuses on the Living Wage, the Institute of Customer Service CEO, Jo Causon, gives her response.read more
The Institute of Customer Service is delighted to announce this year’s UK Customer Satisfaction Awards finalistsread more
As the Financial Conduct Authority (FCA) prepares to publish data on complaints later this week, figures released by The Institute of Customer Service reveal that the insurance sector has generated fewer problems for its customers than any other sector in the UK. However, the banking sector has seen a slight rise in the number of customers with a complaint.read more
New stats reveal UK businesses are missing out on up to £27billion of revenue by prioritising the ‘millennial’ market over ‘baby boomers.’ ‘The Service Generation’, a research project undertaken by The Institute of Customer Service, discovered that nearly two thirds (63%) of business leaders focus their efforts on the younger demographic. This bias means that organisations are potentially missing out on a large proportion of the ‘silver pound’ economy – shown to be worth up to £43 billion in annual spending.read more
On 28 September, The Institute held its Annual General Meeting and Members’ meeting, announcing the launch of Deliberata, the Academy, and refreshed membership offeringsread more
Institute CEO, Jo Causon, comments on the latest results, and what they mean for long term economic growth in the UK, and the importance of customer service in today’s challenging economic climateread more
Find out what consumers really think about customer service skills in the UK, and how the Institute's Academy can help reverse the trendread more
Institute CEO, Jo Causon, comments on the recommendations - published by the CMA today - and what they mean for customersread more
The latest UKCSI gives the UK’s transport industry an overall customer satisfaction rating of 74.4 out of 100 – 1.5 points higher than its July 2015 score.read more
The latest UKCSI gives the UK’s tourism industry an overall customer satisfaction rating of 79.9 out of 100 – 0.6 points higher than its July 2015 score, and the third highest ranking sector.read more
Institute membership gives you exclusive access to customer service research across all sectors.
Our training and accreditation programmes can raise your service standards.
We support some of the UK's leading businesses in improving their customer service.