Our 'Talk of the Month' videos bring you exclusive insights from the industry’s leading voices, featuring a different speaker from our Annual Conference 2026 each month and available to members only for a limited time. Listen to Jayne Wall, Director…
What is the Service Culture Index? Service Culture Index is a powerful diagnosis and assessment tool that identifies the strengths and weaknesses of your culture for delivering excellent customer service and experience. It also provides a benchmark against a sector…
We recently launched our Breakthrough Research Launch, 'Hype or Reality? How AI is impacting customer service, productivity and governance'. Our CEO, Jo Causon, and Brian Weston, The Institute’s Director of Research and Member Propositions, shared an overview of the recent…
We recently launched our Breakthrough Research Launch, 'Engaging the Workforce of Tomorrow'. Our CEO, Jo Causon, and Brian Weston, The Institute’s Head of Research & Insight, shared an overview of the recent research results followed by a panel discussion with…
We recently hosted our July 2025 UKCSI Member Launch Webinar, where our CEO, Jo Causon, joined by Brian Weston, Head of Research and Insight at The Institute, explored key highlights and emerging trends. Their insights offer valuable guidance for members…
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…
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…
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…
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…
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,…