We recently hosted our July 2026 UK Customer Satisfaction Index launch for non-members. During the session, our CEO, Jo Causon, and Director of Research and Member Propositions, Brian Weston, explored the latest UKCSI findings, sharing key trends, insights and analysis…
The Times recently reported that Britain is now home to 80 billion-dollar start-ups, more than any country except the US and China. With 23 new unicorns created in the past year, this is Britainâs highest-ever total - a welcome sign of the…
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…
Customer satisfaction improvements level off, in line with a faltering economy   John Lewis maintains position as top retailer Findings for banks and building societies show how sector has finally bounced back from global financial crisis of 2008  London, 7th July…
Last week, an article in the Financial Times asked whether the UK is finally showing signs of a productivity rebound â or if the optimism is more hope than evidence. Amid the current hype, it can be tempting to read…
When we look around ourselves in todayâs environment, for me, two words stand out: fragmentation and polarisation. This is true on many levels: in geopolitics, local/national politics, socially and in business. We see fragmentation because old binary alliances and certainties…
When asked what made the job of prime minister difficult, Harold Macmillan is reported to have once replied, âEvents, dear boy, eventsâ. I wouldnât be surprised if the current PM, along with the Chancellor, were feeling something similar at the…
The Chancellorâs Spring Statement was trailed as providing very little new news and by some as being ââboringââ. From a new policy perspective, it is fair to say that what we heard this past Tuesday probably fits that description. While…
As a leader, when was the last time you directly interacted with a customer to listen to their feedback and understand what matters most to them? Hopefully the answer is ânot long agoâ â but certainly itâs easy for busy…
UK retail was in the spotlight this week as new data revealed retail spending growth more than doubled last month. This will be welcome news to retailers after a damp December, as it will for the government and wider economy, serving as…