Last month I wrote about the need for organisations to have a customer service reset in order to avoid the risk of a downward spin in satisfaction levels. This month,…
April heralds a new financial year for many organisations, offering the chance to refocus and re-establish the purpose and direction of travel an organisation is set on. Let's use it…
By Jo Causon, CEO, The Institute of Customer Service On the face of it, it was encouraging that our July UK Customer Satisfaction Index (UKCSI) recorded a small rise in…
By Jo Causon, CEO, The Institute of Customer Service As regional lockdowns continue to come into force up and down the country, it is clear that we are entering the…
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
The headline measure of overall customer satisfaction that organisations monitor from one period to the next does not benefit from one widely understood and universally adopted methodology.
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…
Thank you to everyone who shared their NCSW activities and interactions with us throughout the week - your commitment to delivering outstanding customer service is truly inspiring, and it is…
Whether you're navigating transformational change, embedding a strong service culture, or responding to rising customer expectations, having the right level of support can make all the difference. Our Discovery Roadmap…
About the Trussell Trust At the Institute, we are committed to giving something back to the community, so we have partnered with the Trussell Trust to support their hard-working efforts…