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…
While last week felt like an apt moment to reflect on the sentiments of respect and service, the mood this week is very much focused on action and delivery. The King’s Speech means that parliament is back in session, marking the beginning…
Regular readers will be well aware that the deployment of new technology, including AI, has been a recurring theme for The Institute and our members. As these technologies continue to develop, there is no doubt that they will have a…
Navigating change – whether social, economic, or political – has been a constant theme for business leaders for many years, and adaptability with a heavy dose of pragmatic and values-led approach has proven to be an asset. Amidst all this…
Last weekend’s Financial Times Magazine was a fascinating conversation and deep dive into the state of customer service in the UK. In addition to the article, the comments from readers were equally revealing as they highlighted some pressing concerns: the…
Undergoing ServiceMark accreditation is an opportunity for organisations – of all sizes and sectors – to demonstrate the high quality of their customer service both internally and externally. Terri Wollard, Head of Special Projects and Training at Cosmos and Avalon…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Dr Charles, Medical Professional. Listen to Jo and Matthew discuss flexible working, finding the…
It was a real pleasure to see so many of you at our Annual Conference this past week. Each year, I’m humbled by the collective commitment to service excellence. This year was no different, as the many stories and successes shared throughout…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Dr Charles, Medical Professional. Listen to Jo and Dr Charles discuss leadership, customer service…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Mike Gauterin, Customer Services and Technology Director of United Utilities. Listen to Jo and…