The Institute reaction to the latest Ofcom announcementread more
Responding to news from the National Audit Office that over 10 million people faced problems when using public services in the UK last year, Jo Causon, CEO of the Institute of Customer Serviceread more
Jo Causon, CEO at The Institute of Customer Service responds to a report from the Competition & Markets Authority suggesting some businesses are paying for positive reviews and endorsements online.read more
Most UK CEOs and boards have no understanding of what customers want, yet ignore experienced frontline employees, according to the latest report from The Institute of Customer Service.read more
Jo Causon, CEO of The Institute of Customer Service, outlines what businesses want from tomorrow's Budget.read more
Longer opening hours may be welcomed by consumers whose lifestyle means they demand greater choice and convenience to shop, but being ‘open all hours' will not necessarily guarantee that customers get the shopping experience they want.read more
Customer satisfaction in the UK has flat-lined, over the past 6 months, but some sectors that regularly attract scrutiny - including Banking, Transport and Utilities - have shown signs of improvement.read more
Simon Roberts, Executive Vice President of Walgreens Boots Alliance and President of Boots, has been appointed as non-executive director and chairman of the Institute of Customer Service.read more
As energy companies cut gas prices the utilities sector should not lose their focus on improving customer service to provide a competitive advantage.read more
All indicators point to tough times ahead for package holiday providers despite recent results announcements showing profits are as forecast.read more
The Institute of Customer Service has announced today the appointment of Mike Petrook as its new director of communications and corporate affairsread more
The tick-box mentality should be consigned to history if the NHS is to improve customer experienceread more
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