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£228 million worth of products left at click-and-collect points due to understaffing
August 30, 2019Poor experiences at in-store click-and-collect points are leaving the high street out of pocket
British Airways customers stuck in customer service backlog after error
August 30, 2019Passenger frustration mounts as the airline is yet to get back to customers who were mistakenly told their flights were...
We need to reverse the decline in customer satisfaction levels
August 28, 2019What started as a blip has now become a trend. For the last four consecutive periods, the overall customer satisfaction...
Passengers to benefit from new easyJet route
August 22, 2019Frequent fliers between Birmingham and Glasgow will reap the rewards after the airline announced the launch of a new service...
Back to the future for retail?
August 22, 2019Conditions are arguably as tough as they have ever been for the retail industry, with a seemingly never-ending stream of...
Diners shunning established cuisines
August 20, 2019The restaurant sector continues to decline, but consumers are looking away from traditional favourites
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
Blog, tips, research and updates…
UKCSI Open Webinar Jan 2024
We recently hosted a special version of our January 2024 UKCSI launch webinar, accessible to…
Response to Ofwat consultation: Core Customer Information – Ofwat’s draft guidance on core information companies should clearly provide to their customers
It is mission critical to turn around the decline in UK customer satisfaction
It is certainly disappointing and concerning that UK customer satisfaction has fallen again (the third…
Believe it or not, some companies still put their customers first
The Observer featured a comment from Jo Causon around The Institute's latest UK Customer Satisfaction…
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