Stay informed with our latest research, insight and thought leadership
Below are some of the articles and research pieces we think you might like. Sign up for our updates to get the latest in your inbox each week.
Record number of betting complaints
August 16, 20192018 saw a record number of complaints by gamblers against betting firms
Banking customers left vulnerable to fraud
August 16, 2019A number of banks are yet to sign up to a new code of conduct that helps victims of fraud
Major power cut disrupts transport and homes
August 13, 2019Nearly one million people disrupted by a major power outage across England and Wales
Passengers face Heathrow disruption
August 9, 2019Thousands of customers were affected despite planned strikes being averted
Super Break and LateRooms.com parent group enters administration
August 9, 2019Malvern Group’s collapse set to affect holiday plans of over 50,000 customers
Nationwide doubles rates for two-thirds of overdraft borrowers
August 2, 2019Other banks expected to follow suit in light of the FCA’s crackdown on excessive overdraft fees
Sainsburys launches Deliveroo scheme
August 1, 2019Customers will be able to order hot food and selection of items through the Deliveroo app
UK rail passengers are missing out on compensation for delays
July 30, 2019Customers are losing out on £100 million according to Transport Focus
Customer satisfaction falls again in latest UKCSI
July 22, 2019Organisations need to regain consumers’ trust, according to the July Index
Fire-risk fridges and freezers still being sold to public
July 19, 2019Consumers must be ‘vigilant’ and avoid these appliances, says Which?
British trains slower than global rivals
July 12, 2019UK trains are well behind a number of European countries in terms of average speeds
British Airways hit with record fine after data breach
July 11, 20192018 security failure led to exposure of customers’ personal details
Blog, tips, research and updates…
Third of UK customers will pay more for excellent service, despite cost-of-living crisis
A new report from The Institute of Customer Service reveals that UK consumers are more…
Utilities sector ranked least popular by customers as scandals mount
The Institute's latest UK Customer Satisfaction Index (UKCSI) is featured in City A.M, with a…
Customer satisfaction plunges as AI chatbots take charge
Our CEO Jo Causon gives comment to The Telegraph as The Institute's latest UK Customer…
Trends may come and go, but customer experience will always matter
The latest festive trading period highlights just how complex and unpredictable consumer behaviours and trends…
Events
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.
Stay informed
Get all the latest Thought Leadership pieces sent to your inbox each week.