Do you remember ‘normal’? It certainly feels like long a time ago… We’ve had a pandemic that tested families, communities and businesses to the limit, stretched on for two years…
It may feel like we have said this time and again over the past few years, but the UK (and, indeed, the world) is facing one of the most challenging…
It has been interesting to observe the growth and evolution of customer service over the past decade, and none more so than the past two years. The pandemic served to…
On the face of it, our January 2022 UK Customer Satisfaction Index (UKCSI) results are great news. Customer satisfaction is up by 1.6 points compared to a year previously, at…
The lifting of all Covid restrictions this week will have sparked a sigh of relief for organisations across the country. Yet the escalating cost of living crisis and the incredibly…
None of us wants to receive a complaint but when we do, how can we tackle it with the best mindset and use it as an opportunity to improve reputation…
In the current environment many organisations are reviewing the journeys they take their customers on, with the view of seeing what works and what they might want to change in…
None of us wants to receive a complaint but when we do, how can we tackle it with the best mindset and use it as an opportunity to improve reputation…
Watch the UKCSI webinar launch below ?. The Institute's Head of Research and Insight, Brian Weston, and CEO, Jo Causon, take us through the January 2022 UKCSI results. In this…
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…