Time to move the dial on growth
This time of year always feels like it’s about renewal as spring starts to show through and, in fiscal terms, we move from one financial year into the next. So the time feels right – and necessary – to redouble…
Me, myself and AI
Last week, I was honoured to attend Parliament to share our latest research and evidence with the Communications and Digital Committee on its continuing inquiry into digital exclusion and the cost of living. Joined by representatives from Capita, Lloyds Bank,…
ITV News: Customers – Are We Being Served?
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…
Building the four pillars of a Service Nation
Despite the news that the UK economy is no longer expected to enter technical recession (two consecutive quarters of negative growth), the situation remains very challenged. The economy is stuck in neutral, cost pressures are being felt by businesses and…
Coming together to define our Service Nation
It was a pleasure to welcome so many of you to our Annual Conference this week, and I hope you came away from the day feeling as inspired and motivated as I did. The conference’s theme – centred around shaping…
Running to stand still? Businesses need to find a way to move forwards
Have you ever known quite such a strange business and economic climate? On the one hand, we have the continuing shadow of a recession hanging over the economy, with a cost of living crisis that is affecting many households and especially…
Poor customer service costs UK firms billions – so why can’t they get it right?
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…
Falling customer satisfaction creates a productivity drag at the worst possible time
As 2023 gets underway, the UK economy is hovering on the verge of a recession. With the cost of living crisis making itself felt and inflation still around double digits, it is likely to prove a challenging year for individuals…
Our latest UKCSI results are a timely reminder of the importance of service
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…
Understand the data and trends to prepare for a tough 2023
As we approach the New Year, our 2023 Trends Report highlights the challenging environment organisations face as UK society becomes more divided, tensions rise and customer spending contracts. Attitudes continue to become more polarised, and supporting those who need it through the…