About us
We exist to improve your business performance by improving your customer experience. By working with business, the public sector and the Government, we are positioning the UK as world leaders…
Act now to rebuild consumer confidence and safeguard your organisation’s future
Organisations must take the time to gain absolute clarity over who they are serving and how they are serving them - and use this as a central pillar around which to rebuild.
Moving into the next phase of the Covid-19 crisis, the real test for businesses begins
Increasing numbers of consumers are becoming more careful over what they spend, showing more discernment, taking a less is more approach, and valuing most of all a sense of experience rather than a mere transaction.
Insight Consultancy
We focus on how customers determine success in their dealings with you – or your competitors. The insight we build helps you align your business goals with what your customers…
Bespoke Research
As well as the Research and Insight we publish as a member benefit, we undertake research projects on behalf of member organisations, to help them better understand their customers, the…
Research Hub
We publish an independent, expert perspective and provide thought leadership, insights and advice to help organisations adapt to changes in the customer landscape and improve their performance.
Easing of lockdown presents a new set of challenges for leaders – they must remain focused on their purpose
As we tackle the intractable challenges ahead, it is the job of leaders to remain focused – and ensure that in dealing with short-term decisions, they do not lose sight of their long-term purpose.
UK Customer Satisfaction Index (UKCSI)
The UKCSI is the national barometer of customer satisfaction published twice a year by The Institute of Customer Service since 2008. It is an independent, objective benchmark of customer satisfaction…
Research & Insight
We help you understand the evolving customer environment, highlight the characteristics of excellent service, measure and benchmark your customer satisfaction, with practical insight and recommendations to improve.
UK Customer Satisfaction Awards
Date: 12 March 2024 Venue: London Hilton on Park Lane