Retail (non-food) sector stays top of latest UKCSI
The sector remains the strongest in the UK for customer satisfaction
first direct takes top spot for UK customer satisfaction
Banking provider, first direct, tops the UK Customer Satisfaction Index (UKCSI), published today by The Institute of Customer Service, with a customer satisfaction score of 86.7 (out of 100).
Businesses must resist short-term defensiveness in uncertain times
The Institute's twice yearly UK Customer Satisfaction Index (UKCSI) is perhaps our most revealing and comprehensive piece of research into the state and direction of standards of customer service.
Amazon tops the charts for satisfied customers
For the second year running, Amazon is the organisation with the highest levels of customer satisfaction in the country, according to the latest UK Customer Satisfaction Index (UKCSI) from The Institute of Customer Service.
FCA consultation on transparency in general insurance markets
Institute of Customer Service response to Financial Conduct Authority consultation CP15/41: Increasing transparency and engagement at renewal in general insurance markets
Outsourcing
Outsourcing involves the transfer of the management and/or day-to-day execution of a business function to an external service provider.
Accountability
This topic explores how specific responsibility and hence accountability for customer service rests with an appropriate person and how the ethos of collective responsibility and individual accountability sit with each other.
Reputation
Do people talk about your organisation? It takes 20 years to build a reputation and five minutes to ruin it
Mission and Vision
A Mission Statement defines what an organisation does. A Vision Statement describes what the organisation wants to become.
Handling complaints
The professional and efficient handling of complaints is a critical factor for all organisations, in both the private and the public sector