At the beginning of this week, Business Secretary Peter Kyle offered a novel suggestion – that MPs’ pay should be linked to economic growth. He argued that this would incentivise parliamentarians to vote for potentially contentious pro-growth measures such as…
We recently hosted a special version of our non-member January 2026 UKCSI launch webinar. Our CEO, Jo Causon, and the Institute’s Director, Research and Member Propositions, Brian Weston, delved into the highlights and analysis of the current state of customer…
After what has been a whirlwind week for global dialogue and economic data at Davos, it is encouraging to be able to reflect on some positives. Against a backdrop of geopolitical uncertainty, Mark Carney’s address at the World Economic Forum…
Our latest UK Customer Satisfaction Index (UKCSI) results were covered in the Daily Mail - highlighting the organisations leading the way in customer service excellence across the UK. In its coverage, the article celebrates first direct’s top ranking, alongside…
As 2026 gets underway, it remains a challenging time for many consumers and businesses – so it is reassuring and positive news that customer satisfaction as tracked in our UK Customer Satisfaction Index (UKCSI) has moved decisively up to reach…
For weeks, the chatter around Wednesday’s budget has been hard to avoid. Now that the Chancellor’s speech has passed, businesses have an opportunity to reflect and refocus. The measures set out this week, some more welcome than others, will impact…
As part of her regular column with Forbes, our CEO Jo Causon discusses the key qualities of leaders who put service at the heart of their business strategies, drawing on examples from her many conversations with successful, customer-focused CEOs.
Each year, the Chancellor’s Mansion House speech is a significant moment in the political and business calendar. And given the tumultuous year we’ve had so far, the stakes feel higher on this occasion. There have been grounds for tentative economic…
The findings of our latest UK Customer Satisfaction Index, launched this week, once again sent a clear signal to UK businesses - with greater potential to build on the opportunity to drive the improvement forward. Investing in customer service can…
Our latest UK Customer Satisfaction Index (UKCSI) results were covered in The Times, which detailed out the top performers with a focus on UK retailers. The article also quotes our CEO Jo Causon, who discussed how a consistent focus on…