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 78.4 (out of 100). This is the highest overall score…
It’s been another demanding year for organisations in an environment beset by the pandemic, economic uncertainty and, more latterly, intensifying supply chain issues and disruption. If anything, 2021 has been just as tough as 2020 was! Thinking back to this…
By Jo Causon, CEO, The Institute of Customer Service The start of last week marked World Mental Health Day - and it's great to see so many organisations across the nation embracing initiatives and activities to promote mental wellbeing amongst…
By Jo Causon, CEO, The Institute of Customer Service Last week, we launched our latest piece of breakthrough research, examining how work culture, environment and practices could change over the next five years. The research is one of the most…
By Jo Causon, CEO, The Institute of Customer Service So much has changed through the Covid-19 pandemic and we simply don’t yet know the full extent of the impacts on how we live and work. But certain trends are clear,…
By Jo Causon, CEO, The Institute of Customer Service Last week we shared fresh insights on the daily fear that many of our customer service colleagues are forced to operate under. They provide a robust riposte to those tempted to…
By Jo Causon, CEO, The Institute of Customer Service After a year of campaigning to raise attention of the lack of protection afforded to customer-facing staff, I’ve never lost my capacity to be shocked by stories of customer abuse. Those…
By Jo Causon, CEO, The Institute of Customer Service It's no secret that the nation is facing a severe skills shortage. Even before the pandemic hit, many industries were experiencing challenges from a lack of skilled professionals - and this…
I am becoming concerned that we are facing into a perfect storm and need to rethink our expectations and responsibilities as employers, customers, employees – to meet the challenge and find a new, more cohesive dynamic that enables us to…
By Jo Causon, CEO, The Institute of Customer Service The turbulence of the past 18 months has placed us all on high-alert, and organisation's risk management strategies have truly been put to the test to deal with the multitude of…