Measuring What Matters (27 Feb 2023)
We can measure customer metrics that are transactional and tangible. But how do we measure those metrics that are essential to building trust, loyalty, and sustainable relationships: the non-tangible, the…
UKCSI January 2023 Webinar Launch
Watch the UK Customer Service Index January 2023 webinar launch below. The Institute’s Head of Research and Insight, Brian Weston, and CEO, Jo Causon, take us through the latest results…
UKCSI Retail (Food) Sector – January 2023
The Retail (Food) sector’s UKCSI of 80.5 is 0.5 points lower than January 2022, but is 2.8 points above the UK all-sector average. UKCSI Sector Results:
- Despite the apparent stability of the headline sector score, there are signs that customer satisfaction is under pressure
- More customer experiences recorded in the UKCSI were conducted in person compared to a year ago, but the proportion of digital experiences is greater than it was before the Covid-19 pandemic
- M&S (food) is the highest-rated organisation, with a score of 85.2 (out of 100). Waitrose and Ocado are the joint second highest named organisations
- Availability of products/services is the top issue that organisations in the Retail (Food) sector should improve
UKCSI Public Services (National) Sector – January 2023
The Public Services (National) sector’s UKCSI of 75.1 is 1.8 points lower than January 2022, and 2.6 points below the UK all-sector average. UKCSI Sector Results:
- Public Services (National) is rated 10th of the 13 UKCSI sectors, ahead of Transport, Public Services (Local) and Utilities
- The biggest gaps in satisfaction between the Public Services (National) sector and the UK all-sector average relate to speed of service
- National Highways, Post Office and the Disclosure and Barring Service are the highest rated organisations in the sector
- Making it easier to contact the right person to help is the top issue that organisations in the Public Services (National) sector should improve
Invest now in the skills we need for the future
The latest figures from the Office of National Statistics (who will be speaking at our Annual Conference in March) revealed a welcome surprise, as the UK eked out 0.1% growth in November…
UKCSI Open Webinar (16 Feb 2023)
For our January 2023 UKCSI, we are hosting a special version of our launch webinar, open to members and non-members alike. The webinar will cover the same elements as our…
Webinar: Insight, Action and Impact: using insight to improve the customer experience
Watch our panel discussion webinar chaired by our CEO, Jo Causon, during which our panellists shared best practice and provided examples of how they have used insight to understand their…
Public policy to shape our Service Nation in 2023 and beyond
This week saw the return of Parliament for the first time in 2023 and there is no doubt there is much work to be done. As the nation battles against…
New Year, new hopes for our Service Nation
As we settle back into normality after the festive break, I’d like to wish you all a very Happy New Year. I hope you were able to enjoy some downtime…
Insight, Action and Impact: using insight to improve the customer experience (17 January 2023)
There have been significant shifts in customer attitudes and behaviours in the last 2 years. Expectations about organisations’ use of technology and data, environmental sustainability and ethical standards have increased, and many…