This month, we have released our latest six-monthly UK Customer Satisfaction Index (UKCSI) - and unfortunately it doesn’t make great reading. Customer satisfaction has fallen for the fourth period in a row and now stands at its lowest level since…
It is certainly disappointing and concerning that UK customer satisfaction has fallen again (the third straight period of decline) and now stands at its lowest level since 2015, according to our UK Customer Satisfaction Index (UKCSI). This is a disappointment…
This week, I was asked by The Grocer to give some thought to the part that M&S’s renewed focus on the customer experience has played in its recent success. A week on from M&S's return to the FTSE 100, it is interesting…
This past week we saw an all-too familiar story in the UK headlines – a weekend of disruption, confusion, and ‘chaos’ for holidaymakers and travellers alike due to an air traffic control issue across the country. Following a spring and…
Signs of a drop in customer satisfaction levels have been gathering over the last few months, as I have warned about in recent blogs – and now the evidence is all before us in the Institute’s latest UK Customer Satisfaction…
Just two weeks ago, the Prime Minister held a roundtable meeting with leading CEOs in AI, including Google DeepMind, and Anthropic. It follows establishment of the new Department for Science, Innovation and Technology, and the implications of AI being discussed…
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 £11.4bn 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 service-led…
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 £11.4bn 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…