Head to Head with Alison Platt (Hargreaves Lansdown)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Taking a break? Holidays are good for you and your work performance
August is the peak holiday month when traditionally things slow down a little at work. More people are away and…
BBC Radio 5 Wake up to Money: Jo Causon returns to discuss the latest in customer satisfaction
Jo Causon returned to BBC Five Liveās Wake up To Money where she discussed the rental market slowing, retailers…
Elevating the value of service as a profession in the hospitality sector
In what has been a busy week for economic data, theĀ Office for National Statisticsā latest labour market overviewĀ released on Tuesday…
Head to Head with Chris Norbury (E.ON)
Our Head to Head interviews are a great opportunity to engage with senior business leaders and gain first-hand knowledge from…
Building a legacy based on service excellence
Iām sure many of you have been glued to the Olympics in recent weeks, cheering on and celebrating our nationās…
Consumer Duty one year on ā an outcomes-based approach remains paramount
Dubbed the biggest regulatory shake-up of the financial sector in a decade, the Financial Conduct Authorityās (FCA) Consumer Duty has…
Forbes article: Factors Driving The Gap Between Customer Expectations And Satisfaction
An in-depth Forbes article quotes the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) in a piece discussing the…
The Telegraph: Firms turn to ābrand ambassadorsā despite satisfaction levels plummeting to a 14-year low
The Telegraph uses our latest UK Customer Satisfaction Index (UKCSI) as a benchmark when discussing the utilisation of ‘brand ambassadors’…
How can businesses respond when seismic events come knocking?
Most organisations would agree, whatever their sector, that we have experienced a challenging and turbulent number of years. However, by…
Head to Head with Michelle Prance (Mettle)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Conditions are aligning to get customer satisfaction back on an upward trend
This month, we have released our latest six-monthly UK Customer Satisfaction Index (UKCSI) – and unfortunately it doesnāt make great…
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.
