Starling to review data policy after complaint
A customer complained that his passport details were shared with him on a URL
Millions would suffer in a cashless society
A report has highlighted the risks of a society where bank notes and coins are no longer used
We can boost UK productivity if we put service at the heart of organisational purpose
The productivity debate has significantly risen up the political and business agenda. There are different views on what drives productivity, but understanding it is vital to improving living standards and achieving sustainable economic growth.
Embedding the learnings of National Customer Service Week all year round
Just a few weeks ago at the beginning of October, organisations across the UK got involved in National Customer Service Week. Once again, it proved a huge success with high levels of engagement from businesses around the country.
British Airways invest in staff training
Multi-million pound investment will see staff reaching out to customers on the terminal floor
We have to get AI right from the outset, otherwise we’re building trouble for the future
From simple robotics to speed up a process, right through to intelligent AI that can learn for itself and make decisions, technology is reshaping our world and the way that businesses operate.
Telcos need to upgrade their customer service connection
Last month, I discussed the results of our latest UKCSI and expressed my concerns over evidence that a dip in customer satisfaction levels is beginning to take hold. One of the sectors that performed least strongly was Telecommunications & Media.
Morrisons launches ‘Customers First’ initiative
Staff encouraged to adopt 'drop the box' policy
Businesses must resist short-term defensiveness in uncertain times
The Institute's twice yearly UK Customer Satisfaction Index (UKCSI) is perhaps our most revealing and comprehensive piece of research into the state and direction of standards of customer service.