Public Affairs
As the professional body for customer service, we work to ensure parliamentarians, policymakers and regulators recognise the vital importance of customer service in boosting the UK economy. We work to…
Three key lessons highlighted by the growing cyber threat
It has become almost routine to talk about the importance of cyber security in an increasingly dangerous environment – but developments in recent weeks have highlighted just how likely and…
A Season for sensitivity?
If you can believe it, it’s already less than six weeks to the festive period. But please don’t panic – I’m not going to focus on Christmas just yet! Of…
Head to Head with Joanna Swash (Moneypenny)
Our CEO, Jo Causon will be meeting with Joanna Swash, Group Chief Executive Officer of Moneypenny, as part of our Head to Head series to discuss leadership and challenges faced…
A reflection on diversity in leadership on International Women’s Day
Today is International Women’s Day, a global occasion to celebrate the achievements and contributions of women in all walks of life. As I reflect on this day, I ask myself:…
How personalised experiences can shape the future
The closure of Fenwick’s flagship London store last weekend struck a chord with me – particularly the stories in this Guardian piece from some of its customers who used to cherish…
Response to UKRN consultation: UKRN Strategy 2024-27
Institute of Customer Service response to the UK Regulators’ Network’s Consultation on effective delivery of the Network’s objectives and outcomes for the forthcoming three years.
Response to Ofwat consultation: Core Customer Information – Ofwat’s draft guidance on core information companies should clearly provide to their customers
Institute of Customer Service response to Ofwat’s consultation on core customer information guidance for water companies to clearly provide to their customers.Â
Turning around the worrying decline in customer satisfaction
Our latest UK Customer Satisfaction Index, published on Tuesday, illustrates once again that customer service is not an optional extra, but a strategic necessity. It is the key to success and…
Response to the Housing Ombudsman: Complaint Handling Code consultation 2023
Institute of Customer Service response to the Housing Ombudsman’s consultation on its Complaint Handling Code.Â