Institute of Customer Service Press Releases

The Institute of Customer Service appoints new director of customer experience
2^nd Mar 2016
The Institute of Customer Service is delighted to announce a new appointment
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Banks see drop in satisfaction as complaint handling worsens
26^th Feb 2016
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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Utilities sector sees customer satisfaction improve, but complaints resolution is still a problem
18^th Feb 2016
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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Reaction to news that British Gas cuts prices by 5.1%
11^th Feb 2016
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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Liverpool Football Club ticket price - reaction
11^th Feb 2016
Institute CEO, Jo Causon, reacts to news that Liverpool FC has responded to fans' pressure about ticket prices
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Cutting gas bills mustn't lead to cut in service
3^rd Feb 2016
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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Vacant customer service roles show need to invest in skills
29^th Jan 2016
UK Commission for Employment & Skills report says customer service skills are lacking. Institute CEO, Jo Causon responds.
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Customer satisfaction on the rise as organisations respond to changing consumer demands
20^th Jan 2016
Customer satisfaction in the UK is beginning to rise. But what do customers want and who is performing well?
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BT and EE merger raises questions about customer service and choice
15^th Jan 2016
Institute CEO, Jo Causon, reacts to news that BT Group & EE have been given permission to merge
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2016: predicted to be a year of polarisation for business
29^th Dec 2015
An analysis of the key issues relating to customer service that will affect UK organisations in 2016
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British business not to be trusted with our data, say consumers
25^th Nov 2015
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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It’s time to draw a red line through Black Friday
18^th Nov 2015
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
10^th Nov 2015
Customer satisfaction continues to fall amongst telco and media companies
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Marks & Spencer’s results will offer food for thought
5^th Nov 2015
Institute CEO suggests long-term focus will improve retail sector results
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Retailers knocked off top spot in UK Customer Satisfaction Index
5^th Nov 2015
Top spot in the UK Customer Satisfaction Index has not been awarded to a British retailer for the first time since the Index was created in 2009.
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Press Releases

The Institute of Customer Service appoints new director of customer experience

Banks see drop in satisfaction as complaint handling worsens

Utilities sector sees customer satisfaction improve, but complaints resolution is still a problem

Reaction to news that British Gas cuts prices by 5.1%

Liverpool Football Club ticket price - reaction

Cutting gas bills mustn't lead to cut in service

Vacant customer service roles show need to invest in skills

Customer satisfaction on the rise as organisations respond to changing consumer demands

BT and EE merger raises questions about customer service and choice

2016: predicted to be a year of polarisation for business

British business not to be trusted with our data, say consumers

It’s time to draw a red line through Black Friday

Customer satisfaction continues to fall amongst telco and media companies

Marks & Spencer’s results will offer food for thought

Retailers knocked off top spot in UK Customer Satisfaction Index

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