Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Lindsey Fussell, Networks & Communications Group Director at Ofcom. Listen to Jo and Lindsey discuss leadership, technology and…
According to our latest UKCSI, poor customer service is costing UK businesses ÂŁ11.4bn a month in lost productivity, with employees averaging one day a week dealing with problems. Jo Causon, the Institute's CEO, discusses the importance of embedding a…
Our latest January 2023 UKCSI revealed that employees are spending an average of 4.8 working days a month dealing with customer problems, costing UK businesses an estimated ÂŁ11.4bn a month in lost productivity. As a result, companies are taking record…
Our latest UK Customer Satisfaction Index, released this week, paints a concerning picture as to the future of our Service Nation. Overall customer satisfaction showed a decline of 0.7 points, and I fear the true depth of the problem may be…
As I follow the rolling news cycle, I cannot help but feel concerned about our nation’s economic and societal future. If we reflect on recent news events, we are seeing a series of very public and serious service failures. Whether…
Is there a phrase more distinctively British than the stoic wartime imperative to “keep calm and carry on”? Having watched the commentary in relation to the record temperatures set across the UK this week, a phrase that a good friend…
Last month I wrote about the need for organisations to have a customer service reset in order to avoid the risk of a downward spin in satisfaction levels. This month, our latest six-monthly UK Customer Satisfaction Index (UKCSI) only reinforces…
It's been a tough week for Heathrow's John Holland-Kaye who, amidst ongoing travel chaos has been forced to announce a monthly passenger cap and urge partner airlines to stop selling tickets. With hindsight, many have criticised his earlier decisions to…
As we lean into the consequences of the cost of living crisis, it is important we continue to recognise and address true customer needs, and not make assumptions about what customers want. Inflation is affecting all of us, but it…
Customer service complaints have hit their highest level on record and are costing British businesses more than ÂŁ9bn a month in lost staff time, research has found. As firms struggle to cope with global supply issues and a staffing crisis,…