Our Customer Service Root Cause Analysis Workshop will focus on ways of improving customer experience by proactively understanding underlying issues, implementing corrective action, and as a result, reducing complaints. The workshop is aimed at leaders and managers responsible for: Delivering…
Institute of Customer Service response to the UK Regulators’ Network’s Consultation on effective delivery of the Network’s objectives and outcomes for the forthcoming three years.
We recently hosted a special version of our January 2024 UKCSI launch webinar, accessible to both members and non-members. Our CEO, Jo Causon, and the Institute’s Head of Research and Insight, Brian Weston, delved into some of the key highlights…
Institute of Customer Service response to Ofwat’s consultation on core customer information guidance for water companies to clearly provide to their customers.Â
It is certainly disappointing and concerning that UK customer satisfaction has fallen again (the third straight period of decline) and now stands at its lowest level since 2015, according to our UK Customer Satisfaction Index (UKCSI). This is a disappointment…
The Observer featured a comment from Jo Causon around The Institute's latest UK Customer Satisfaction Index (UKCSI), highlighting that companies that get their customer service offering right are often performing better.
A new report from The Institute of Customer Service reveals that UK consumers are more than willing to pay a premium for goods and services, in return for excellent service - despite the cost-of-living crisis. The report also warns that…
The Institute's latest UK Customer Satisfaction Index (UKCSI) is featured in City A.M, with a focus on the challenges faced by the utilities sector as satisfaction falls across the board.
Our CEO Jo Causon gives comment to The Telegraph as The Institute's latest UK Customer Satisfaction Index (UKCSI) shows another drop, falling to its lowest level since January 2015.
Our CEO Jo Causon penned an opinion piece in the Insurance Post discussing our latest research into and government engagement around abuse of public-facing staff, with a focus on the financial services industry.