Figures show that almost 1 in 4 consumers say nothing can restore their trust after a cyber-security breach. The data comes as a Parliamentary report into cyber-security breaches is published and Institute CEO, Jo Causon, gives her views.read more
Institute CEO, Jo Causon, comments on the results and what they say about customer satisfaction in the sectorread more
Our latest research meets the 'customer of the future' and what they mean for UK businessesread more
Ahead of the Queen’s Speech, Institute CEO, Jo Causon, comments on anticipated smart energy meter and ‘next day supplier switching’ legislationread more
Director of Policy, Mike Petrook, comments on TalkTalk’s profit announcement and insistence it has ‘bounced back’ from cyber attack falloutread more
The Institute's Director of Policy, Mike Petrook, responds to news that the European Commission has blocked Three’s takeover of O2read more
Announcing the appointment of Dr Tom Wormald to head up a new Customer Insight divisionread more
Institute CEO, Jo Causon, responds to new statistics showing growth in the service sector is at three year lowread more
Our latest research compares customer satisfaction across eight European nations - and the UK comes out on topread more
The Institute responds to news that Ofgem has fined Scottish Powerread more
Institute CEO, Jo Causon, responds to news that organisations have been found to increase costs whilst reducing product sizeread more
Addressing skills shortages in the UK, the Institute is launching a new Academyread more
The findings of the long-awaited Competition and Markets Authority report were released this morning, including proposals to protect those on prepayment meters and share data on customers who haven't switched, so rival firms can approach them. Institute CEO, Jo Causon, gives her reactionread more
Is customer data safe? What should be done to protect it? The All-Party Parliamentary Group on Customer Service met with the UK Information Commissioner, MPs, Peers and business leaders to find outread more
Customers are more satisfied with organisations in the transport sector than they have been since January 2013, but reliability, the attitude of customer-facing staff and complaints are causing serious delays to further improvements.read more
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