Celebrating award-winning customer service
March 5, 2018Thirteen organisations from a variety of UK industries have been unveiled as the country’s best for customer service at the...
Response to Financial Reporting Council consultation on proposed revisions to the UK Corporate Governance Code
February 26, 2018Institute of Customer Service response to the FRC consultation on corporate governance.
A sticking plaster doesn’t fix a broken leg
February 9, 2018Organisations may be better dealing with issues & complaints, but they are not dealing with systemic problems. It’s a little...
Amazon on top again for customer satisfaction
January 19, 2018Amazon has retained the top spot for the fifth consecutive time in the UK Customer Satisfaction Index (UKCSI), published today...
Consumer Council for Water: Draft Forward Work Programme for England and Wales (2018-2021)
January 10, 2018Institute of Customer Service response to Consumer Council for Water’s Draft Forward Work Programme for England and Wales, 2018-2021
Purpose and personalisation – two keywords for 2018
January 8, 2018As the New Year gets under way, for many people it’s a time of reflection and resolution, with many individuals...
A time for giving: Macmillan is top charity for satisfying customers and donors
December 21, 2017A new report from The Institute reveals that Macmillan has secured top spot amongst UK charities, based on the experiences...
Service agenda holds up in tough 2017, but 2018 will be tougher still
December 19, 2017As we approach the end of 2017 it seems fitting to look back and ask how organisations have fared with...
The four golden returns of better customer satisfaction
December 7, 2017The Institute of Customer Service has long believed that organisations who deliver excellent service to customers experience better financial performance...
Becoming an organisation without boundaries
November 15, 2017Customers don’t just benchmark you against others in your industry, they compare the service from your organisation against that of...
Technology: how smart do we want it to be?
September 27, 2017From artificially intelligent digital assistants to smart heating systems, washing machines and fridges, smart technology is multiplying and changing how...
More to do for technology to truly enhance customer service
August 21, 2017Ahead of World Digital Week, the CEO of The Institute of Customer Service, Jo Causon, explores how technology must blend...
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.