Customer Satisfaction Index improvement masks some significant challenges ahead
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…
We must steel ourselves for the challenges ahead
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…
Recognise excellent service to keep staff motivated for the task ahead
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
Headline customer satisfaction measure
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.
NCSW 2025 Round-up
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…
Discovery Roadmap – Member benefits
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…
Our charity partner – The Trussell Trust
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…
National Customer Service Week 2022 Round-up
Thank you to everyone who shared their NCSW activities and interactions with us throughout the week. We thoroughly enjoyed seeing your efforts shared on social media and how you celebrated…
Making the most of membership: internal communications
To help you make the most of your membership, we have collated some useful resources below, which you may want to use in your internal communications. Some member benefits are…
Membership information for supplier partners
Our members really value the benefits of our membership and find that when their key suppliers are also members, they are better aligned in terms of methodology, structure and values…