Now is the time to plan ahead
As we approach the Easter break, I hope you get a chance for some time off to relax and recharge. Easter is traditionally a time to celebrate new beginnings and…
Paula Dawson, Head of Customer Support Services, UKSBS
“If you are passionate about customer experience and the part you can play in growing a Service Nation, this is an opportunity to hear from leading experts across a variety…
Catherine Petersen, Head of Property, Pet & Equine Claims Operations, NFU Mutual
“The package of insight, quality of speakers and sharing of best practice is both inspiring and motivating - I left the conference ready to put the learnings into action!” Catherine…
Lindsay Born, Head of Centre Management, Cambridge University Press and Assessment
“The quality of the speakers was outstanding - a real privilege to hear them speak and benefit from their experiences. This is by far the highest quality event that I…
Record customer service complaints point to trouble ahead unless businesses take action
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,…
A new financial year – let’s use it to reset for the challenges ahead
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…
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.