Vigilance and commitment needed to prevent a backslide in customer satisfaction
The latest UK Customer Satisfaction Index (UKCSI) brings good news on the face of it: the July score of 78.3 (out of 100) marked a fourth successive six-month period of a rise in satisfaction. The score is up one point compared to a year ago and is very close to the highest level we have seen it (78.4 in 2022)…
Success is judged by standards, not just results
As someone who is not a dedicated follower of the Beautiful Game, IÂ need to be careful about dispensing any particular…
UKCSI Non-Member Webinar July 2026
We recently hosted our July 2026 UK Customer Satisfaction Index launch for non-members. During the session, our CEO, Jo Causon,…
Service as the foundation for scale
The Times recently reported that Britain is now home to 80 billion-dollar start-ups, more than any country except the US and China…
The path to rebuilding momentum in improving customer satisfaction
Against a backdrop of strained costs, low growth, disruptive technology and political dissonance, having clarity on what to expect and…
Our duty of care in an age of extreme weather
In recent weeks, much of Britain has faced a blistering heatwave that saw the government issue guidance on how to…
Complex climate change dynamics that feed directly into reputation and trust
It feels timely that, as I sit down to write this blog, we are in the middle of another heatwave…
Double-edged sword – service as a test and enabler for leadership
Periods of change at the top of any organisation generate noise and often a period of uncertainty – rarely more…
BBC Radio 4 Today in Parliament – Calls for stronger protections against customer abuse
Our CEO, Jo Causon, featured in BBC’s Today in Parliament programme examining the growing levels of abuse faced by customer-facing…
Asking the right questions about productivity gains
Last week, an article in the Financial Times asked whether the UK is finally showing signs of a productivity rebound…
Seizing Britain’s summer of opportunity
This summer heralds a wave of major events, from Royal Ascot and Wimbledon to the Commonwealth Games in Glasgow, the…
The ‘lost generation’ challenge will define the next decade of the service agenda – and the UK
Former Minister Alan Milburn’s report warns that Britain is at risk of a ‘lost generation’, with more than a million…
Head to Head with James MacBeth, Managing Director (Auto Windscreens)
Our Head to Head series brings together senior leaders for candid conversations on the opportunities and challenges facing organisations today…
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
