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New railway timetable launched following torrid year
May 24, 2019Train companies have stepped up efforts to minimise disruption from rescheduling in light of the worst year on record for...
Customer satisfaction with the telecommunications and media sector still low
May 24, 2019Overall customer satisfaction has improved by 0.2 points year-on-year, but this is still 3.3 points below the UK all-sector average
Metro Bank says customers ‘money safe’ after WhatsApp rumour
May 23, 2019Rumours circulating on WhatsApp sparked panic and queues at some London branches as customers rushed to withdraw money
Philip Morris ignites anger with life insurance discount
May 17, 2019The cigarette giant may be putting profits above the health of its customers according to health experts
Insurance sector sees increase in customer satisfaction
May 16, 2019Overall customer satisfaction has improved by 1.1 points, the biggest year-on-year increase of any sector
Football blunder sees Zavvi score an own goal
May 15, 2019Online retailer apologises after customers mistakenly told they had won a VIP trip to Champions League Final
Sainsburys and Asda merger blocked
May 10, 2019Deal blocked by UK’s competition watchdog over fears it would raise prices for consumers
Bank fraud victims in line for fairer treatment
May 8, 2019A new code of conduct will help customers who have been scammed
Best and worst UK mobile phone providers named
May 3, 2019Customer survey shows satisfaction levels are low with Big Four providers
Rail passengers reject call for compulsory reserved seats
May 2, 2019Virgin Trains has recommended that a mandatory reservations model should be adopted for long-distance journeys
Shoppers secretly filmed at major UK stores
April 26, 2019Customers were allegedly filmed in order to get them to spend more
Customers remain satisfied with the leisure sector
April 26, 2019Leisure is the fourth highest rated sector for customer service in the UK
Blog, tips, research and updates…
Financial Times Weekend Magazine feature: How did customer service get so bad?
Our CEO Jo Causon discusses the work of The Institute for a cover story…
Protecting our service professionals – a cross-sector view
The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s…
The Sunday Times: First Direct: inside the firm that gets customer service right
The Institute's UK Customer Service Index (UKCSI) was featured in an article in The…
New beginnings: embracing the promise of Spring
With the Easter Weekend now behind us and the new fiscal year underway, I trust…
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