Against a backdrop of strained costs, low growth, disruptive technology and political dissonance, having clarity on what to expect and where to focus over the coming months will become increasingly important. As busy people, the ability to see the signals…
Each year, National Customer Service Week provides an opportunity to celebrate everything that makes up our Service Nation: the individuals, teams, and organisations that each bring genuine value to people, communities, and the economy through a commitment to service excellence…
June 2025 marks an important milestone for us; one that we wished to honour with a parliamentary reception within the halls of Westminster, along with a timely call to action for organisations and Government alike. The event marked five years…
As the first real chill of winter creeps across the UK, and the dust settles on the recent budget of the new Labour Government, business leaders across the nation are turning their minds towards how to create growth and stability…
I am often invited to speak at conferences and events around the UK ā but last week, I spoke at a conference with a difference. It was a large event for the travel industry and took place in Turkey. I…
CEO Jo Causon penned an opinion piece for politics.co.uk, discussing what government and regulators can do to promote and prioritise growth in regulated sectors. Drawing from our recent research into regulation and the regulators, Jo discusses how a regulatory focus…
An in-depth Forbes article quotes the Institute of Customer Service's UK Customer Satisfaction Index (UKCSI) in a piece discussing the gap between customer expectations and satisfaction. The article highlights that according to our UKCSI, customer satisfaction hasĀ dropped to 75.8, a…
The Telegraph uses our latest UK Customer Satisfaction Index (UKCSI) as a benchmark when discussing the utilisation of 'brand ambassadors' as customer service support. The article highlights that customer service in the UK has reached a 14-year low, and highlights…
The Evening Standard reports on our latest UKCSI July 2024 results, which warn that persistent low levels of satisfaction had the potential to undermine the UKās āalready challengingā economic recovery. The Standard also highlights the UKCSI finding that, since 2019,…
The Daily Mail's This is Money covers our latest UKCSI results, showing that customer satisfaction levels are at their lowest level since 2010. Our CEO, Jo Causon, was quoted: 'Unfortunately, the current outlook isn't where we need it to be,…