We need to reverse the decline in customer satisfaction levels
What started as a blip has now become a trend. For the last four consecutive periods, the overall customer satisfaction score in the UK Customer Satisfaction Index (UKCSI) has fallen.
Back to the future for retail?
Conditions are arguably as tough as they have ever been for the retail industry, with a seemingly never-ending stream of established names encountering difficulties.
Passengers to benefit from new easyJet route
Frequent fliers between Birmingham and Glasgow will reap the rewards after the airline announced the launch of a new service for 2020
Diners shunning established cuisines
The restaurant sector continues to decline, but consumers are looking away from traditional favourites
Record number of betting complaints
2018 saw a record number of complaints by gamblers against betting firms
Banking customers left vulnerable to fraud
A 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
Nearly one million people disrupted by a major power outage across England and Wales
Passengers face Heathrow disruption
Thousands of customers were affected despite planned strikes being averted
Super Break and LateRooms.com parent group enters administration
Malvern Group’s collapse set to affect holiday plans of over 50,000 customers
Nationwide doubles rates for two-thirds of overdraft borrowers
Other banks expected to follow suit in light of the FCA’s crackdown on excessive overdraft fees
Sainsburys launches Deliveroo scheme
Customers 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
Customers are losing out on Ā£100 million according to Transport Focus
Events and Training
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.
