A reset is needed to meet the challenges we’re facing
I am becoming concerned that we are facing into a perfect storm and need to rethink our expectations and responsibilities as employers, customers, employees – to meet the challenge and…
Customer Satisfaction Index improvement masks some significant challenges ahead
By Jo Causon, CEO, The Institute of Customer Service On the face of it, it was encouraging that our July UK Customer Satisfaction Index (UKCSI) recorded a small rise in…
Message from our CEO: What’s in store for the coming months
Watch our CEO, Jo Causon, share our priorities for the next few months and how we are helping you navigate the new post-pandemic world ? Quick links: Virtual training sessions…
Membership information for supplier partners
Our members really value the benefits of our membership and find that when their key suppliers are also members, they are better aligned in terms of methodology, structure and values…
In this new period of uncertainty, effective procurement is more essential than ever
By Jo Causon, CEO, The Institute of Customer Service The government’s announcement earlier this week of a raft of new coronavirus restrictions marks entry in a new period of challenge…
Owing a Debt of Gratitude – Interview with Derek Usher, Cabot Financial
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) The state of many Britons’ finances is a parlous one to say the very least. Not only do a staggering 25%…
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Media & Public Affairs
We improve understanding of the importance of customer service and how it impacts business performance. We work with broadcast and broadsheet media, the business press and trade titles who want…
Managing difficult conversations as the COVID-19 lockdown evolves
As the COVID-19 crisis evolves, organisations need to be agile and responsive to the changing environment, act quickly and communicate clearly with employees and customers. Many organisations have had to change the way they deliver service to customers, or offer reduced levels of service.
Top tips on how and why to conduct customer surveys during COVID-19
During the COVID-19 crisis many organisations have understandably been reluctant to run customer satisfaction surveys or research. Completing a satisfaction survey is probably not the priority for most customers at this time. By pressing ahead with a survey, organisations worry about appearing to be insensitive or out of touch. Or, if organisations have been unable to maintain accustomed service levels as a consequence of COVID-19, there is a concern that customer feedback only reflects the current context rather than the organisation’s broader service performance. However, as it becomes increasingly clear that measures to combat COVID-19 are likely to evolve but will be with us for some time, organisations need to recalibrate how they will gather and act on customer feedback.