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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.

Organisations, and service, must not stand still through Brexit uncertainty

It may be hard to believe, but two years have now passed since the historic referendum on Brexit. We stand just nine months away from leaving the EU, albeit with a transition period set to run to the end of 2020.

Using your moral compass to set company direction

Customer satisfaction and transparency are what make a company a genuine 'going concern', but to build trust we would benefit from an additional, wider, definition of 'going concern' that is not confined to financials alone.

Gaining and maintaining trust is all about the right behaviours

The Institute's latest conference produced debate on how organisations can develop game-changing strategies in an increasingly unpredictable environment. But are organisations learning from others' mistakes and what should they be doing?

How Redrow Homes’ customer service training hit the right mark

Redrow Homes outline the challenge of providing a consistent customer experience across the country.

A sticking plaster doesn’t fix a broken leg

Organisations may be better dealing with issues & complaints, but they are not dealing with systemic problems. It's a little bit like trying to use a sticking plaster to fix a broken leg.

Motability Operations: moving to a digital platform

The Motability scheme is a vital service for people with severe disabilities through which individuals can use their government mobility allowance to lease a car, scooter or power chair. Service is central to their offer, but they needed inspiration, help and advice, so turned to The Institute for support. Read on to find out why.

The four golden returns of better customer satisfaction

The Institute of Customer Service has long believed that organisations who deliver excellent service to customers experience better financial performance as a result. Now, in a seminal report, we have the hard evidence that shows it.

A customer service policy

Claims Consortium specialise in claims for property damage from perils such as storm, flooding or fire. Integral to the group's success has been a focus on customer service. You only have to read a short way down the homepage on their website before you come to the statement: 'Customer service is the foundation of everything we do.'

Energising engagement and customer service

As 'the power behind energy efficiency, IMServ provides energy data and metering services to a range of customers. It was about five years ago that senior management at IMServ realised they needed to do more around the service agenda and they argue that The Institute provided that framework.

Search results for: "head to head"

Businesses must resist short-term defensiveness in uncertain times

Organisations, and service, must not stand still through Brexit uncertainty

How Redrow Homes’ customer service training hit the right mark

A sticking plaster doesn’t fix a broken leg

Motability Operations: moving to a digital platform

The four golden returns of better customer satisfaction

A customer service policy

Energising engagement and customer service

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