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