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Shell Energy offers 710,000 UK homes 100% renewable electricity
March 28, 2019Oil giant takes on ‘big six’ suppliers
Next customers to benefit from tariffs savings
March 27, 2019The retailer will cut prices in the event of a no-deal Brexit
Eurostar customers warned not to travel
March 21, 2019Delays caused by French customs officers holding industrial action
Consumers stockpile food in preparation for no-deal
March 19, 2019Research suggests that shoppers have begun stockpiling food as Brexit uncertainty continues
February footfall among retail shoppers falls again
March 14, 2019The number of consumers visiting retail stores fell by 2% year on year
NatWest trials fingerprint debit cards
March 12, 2019The new contactless card enables a spend of over £30
Celebrating award-winning customer service
March 8, 2019The 2019 Customer Satisfaction Awards recognised 16 organisations and individuals from the public, private and voluntary sectors
Virgin mobile consumers hit by price hikes
March 7, 2019250,000 customers will be affected from April
We need to rewrite the psychological contract between employers and employees
February 28, 2019Finding and retaining the right people has become an urgent priority for most of us running businesses if they are...
Supermarkets misleading customers over healthy food
February 27, 2019A BBC investigation has found that supermarkets aren’t playing fair when it comes to the marketing of certain products
Transport sector hits rock bottom for customer satisfaction
February 26, 2019The sector’s UKCSI score of 71.8 is its lowest since July 2009
Proposed reforms to railways ticketing system
February 22, 2019Customers stand to benefit from overhaul of train ticketing system
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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