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.
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Winners at the 6th annual Customer Satisfaction Awards have been announced.
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The Institute of Customer Service is delighted to announce a new appointment
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Customer service skills of staff is under the spotlight as banks and building societies are the only sector in the UK to see satisfaction fall
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Customer satisfaction in the utilities sector is improving faster than any other UK industry, but there is still plenty of room for improvement
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Institute CEO, Jo Causon, reacts to news that British Gas have become the latest of the Big Six energy firms to reduce gas prices
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Institute CEO, Jo Causon, reacts to news that Liverpool FC has responded to fans' pressure about ticket prices
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Scottish Power is to cut the price of its standard gas tariff by 5.4%. Institute CEO, Jo Causon, reacts by focusing on service
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UK Commission for Employment & Skills report says customer service skills are lacking. Institute CEO, Jo Causon responds.
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Customer satisfaction in the UK is beginning to rise. But what do customers want and who is performing well?
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Institute CEO, Jo Causon, reacts to news that BT Group & EE have been given permission to merge
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An analysis of the key issues relating to customer service that will affect UK organisations in 2016
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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 result
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As many retailers get ready for Black Friday, Institute of Customer Service CEO, Jo Causon argues that ‘rapid-fire stock shifting can do retailers more harm than good’.
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Customer satisfaction continues to fall amongst telco and media companies
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