Discovery Roadmap Membership Brochure 2022
ICS-DR-Membership-Brochure-2022
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Trusted Advisory Network Membership Brochure 2022
ICS-TAN-Membership-Brochure-2022
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Breakthrough Research: How Customer Behaviours are Evolving and the Implications for Organisations – webinar recording
On 17 May, we launched our Breakthrough Research on the evolution of customer behaviours and the implications for organisations. Brian Weston, The Institute’s Head of Research and Insight, shared an overview of the recent research results. This was followed by a panel of sponsors who discussed the research results in the context of their own…
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Business Benchmarking: getting started with your survey
Business Benchmarking is a survey of your customers based on the UK Customer Satidfaction Index (UKCSI) and customer priorities. To make the best of your insight, we recommend using the standard question set, so you can preserve the benchmark and effectively measure your CX performance against others in or outside your sector. Our Business Benchmarking…
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APPG on Back our essential workers: Service with Respect campaign (6 July 2021)
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 meeting on 6 July 2021, we delved further into the…
UK Customer Satisfaction Index (UKCSI) July 2021 – Infographic
In the July 2021 UKCSI, we assess how customer experience, behaviours and preferences have changed during the COVID-19 pandemic. The research includes key learnings and implications for organisations. See the key findings in the infographic below ? Â The full executive…
Looking to be Legendary – Interview with Nationwide
Extract from Customer Focus Magazine: Issue 32 (May 2021) Joe Garner, chief executive of Nationwide Building Society, doesn’t just want to provide great service; for him, nothing short of being ‘legendary’ will do. Few organisations can honestly, and wholeheartedly, say…
APPG on Service with Respect campaign (27 May 2021)
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 last APPG meeting on 27 May, we discussed the abuse experienced…
APPG on Back our essential workers: Service with Respect campaign (25 Feb 2021)
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 last APPG meeting on Thursday 25 February, we discussed the abuse…
UK Customer Satisfaction Index (UKCSI) Jan 2021 – Infographic
The January 2021 UKCSI is 76.8 (out of 100), and the lowest level since July 2015. Many organisations have displayed incredible agility to maintain services and respond proactively to changes in their customers’ circumstances and needs – seeking to reassure,…