Our research shows customer purchasing decisions are increasingly influenced by an organisation’s Environmental, Social and Governance (ESG) agenda, despite some of the more recent challenging headlines. The results of our…
None of us wants to receive a complaint but when we do, how can we tackle it with the best mindset and use it as an opportunity to improve reputation…
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a dialogue with UK organisations across all sectors. At our APPG…
Do you remember ‘normal’? It certainly feels like long a time ago… We’ve had a pandemic that tested families, communities and businesses to the limit, stretched on for two years…
It may feel like we have said this time and again over the past few years, but the UK (and, indeed, the world) is facing one of the most challenging…
It has been interesting to observe the growth and evolution of customer service over the past decade, and none more so than the past two years. The pandemic served to…
On the face of it, our January 2022 UK Customer Satisfaction Index (UKCSI) results are great news. Customer satisfaction is up by 1.6 points compared to a year previously, at…
The lifting of all Covid restrictions this week will have sparked a sigh of relief for organisations across the country. Yet the escalating cost of living crisis and the incredibly…
None of us wants to receive a complaint but when we do, how can we tackle it with the best mindset and use it as an opportunity to improve reputation…
In the current environment many organisations are reviewing the journeys they take their customers on, with the view of seeing what works and what they might want to change in…