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Conditions are aligning to get customer satisfaction back on an upward trend
July 25, 2024This month, we have released our latest six-monthly UK Customer Satisfaction Index (UKCSI) – and unfortunately it doesn’t make great...
An opportunity to rebuild trust and kickstart growth
July 2, 2024It’s an extraordinary fact that around half of the world’s population is taking part in an election of some form...
Our Manifesto to build a Service Nation
May 22, 2024With a general election now called for July 4, the UK is fast kicking into in pre-election mode, and campaigns...
Navigating uncertainty requires clear and calm leadership
April 23, 2024When was the last time things felt ‘normal’? Most of us would probably agree that conditions have felt anything but...
Building a thriving future through the Service Nation
March 27, 2024It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and...
Businesses need to remain relevant in order to find growth
February 22, 2024We’ve recently had the news that the ‘R’ word is back. It may only be a technical recession, but nevertheless...
It is mission critical to turn around the decline in UK customer satisfaction
January 29, 2024It is certainly disappointing and concerning that UK customer satisfaction has fallen again (the third straight period of decline) and...
Keeping service at the heart of the agenda in 2024
December 19, 20232023 has been a challenging year for businesses and customers alike. Economic conditions have been tough, unpredictability has been a...
Seeing the whole of customers’ needs – not just taking an insular view
October 30, 2023Sometimes things happen that throw into sharp focus how organisations must take a holistic view of what their customers need...
The ROI of the service agenda is clear – and we need to keep getting the message across
September 27, 2023Back in 2017, at The Institute we carried out a piece of Breakthrough Research to analyse and quantify the return...
Corporate governance: time to refocus on balancing the needs of all stakeholders?
September 1, 2023Do we need to review corporate governance in the UK to ensure that companies focus on balancing the needs of...
Organisations need to get back on top of the customer service agenda
August 4, 2023Signs of a drop in customer satisfaction levels have been gathering over the last few months, as I have warned...
Blog, tips, research and updates…
How can businesses respond when seismic events come knocking?
Most organisations would agree, whatever their sector, that we have experienced a challenging and turbulent…
Head to Head with Michelle Prance (Mettle)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to…
Conditions are aligning to get customer satisfaction back on an upward trend
This month, we have released our latest six-monthly UK Customer Satisfaction Index (UKCSI) - and…
The role of service in navigating the winds of change
While last week felt like an apt moment to reflect on the sentiments of respect…
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