This month, we have released our latest six-monthly UK Customer Satisfaction Index (UKCSI) - and unfortunately it doesnât make great reading. Customer satisfaction has fallen for the fourth period in a row and now stands at its lowest level since…
We recently hosted our July 2024 UKCSI open launch webinar, accessible to both members and non-members. Our CEO, Jo Causon, and the Instituteâs Head of Research and Insight, Brian Weston, delved into some of the key highlights and trends, providing…
The new government has rightly made clear its intention to foster growth across all corners of our economy. At the Institute, we look forward to playing our part by driving the service agenda across our members, policy work and business…
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 UKâs âalready challengingâ 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,…
A new Labour Government was confirmed in the early hours of this morning, with Cabinet appointments being made throughout the day. At the Institute, it is business as usual â we look forward to continuing our work with the new…
Navigating change â whether social, economic, or political â 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…
With the first of many General Election leadership election debates airing on Tuesday, Iâm sure there will be a great deal to think about ahead of ballot day, when we exercise our choice as voters. Influencing this voter choice will be paramount…
May has so far been a mixed month in terms of economic news. The latest forecast from the Organisation for Economic Co-operation and Development (OECD) makes for stark reading, predicting the UK will have the lowest growth of all the G7 nations…
A recent Bloomberg article on the decline in UK customer service discusses research from our UK Customer Satisfaction Index (UKCSI), as well as from our Customer Service Dividend report. "Handwringing over the perceived decline in standards isnât idle rumination. Companies…