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
The Institute of Customer Service is delighted to announce a new appointmentread more
Customer service skills of staff is under the spotlight as banks and building societies are the only sector in the UK to see satisfaction fallread more
Customer satisfaction in the utilities sector is improving faster than any other UK industry, but there is still plenty of room for improvementread more
Institute CEO, Jo Causon, reacts to news that British Gas have become the latest of the Big Six energy firms to reduce gas pricesread more
UK Commission for Employment & Skills report says customer service skills are lacking. Institute CEO, Jo Causon responds.read more
Customer satisfaction in the UK is beginning to rise. But what do customers want and who is performing well?read more
Institute CEO, Jo Causon, reacts to news that BT Group & EE have been given permission to mergeread more
An analysis of the key issues relating to customer service that will affect UK organisations in 2016read more
With cyber attacks a seemingly daily occurrence the Institute questioned UK consumers to find out how data breaches affect their confidence and whether shopping habits will change as a resultread more
Customer satisfaction continues to fall amongst telco and media companiesread more
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