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Customer satisfaction with retail (non-food) sector falls, but remains high
November 29, 2019The sector is the highest rated for customer satisfaction, but it recorded its lowest score since July 2011
Morrisons loyalty points go missing
November 28, 2019Morrisons customers have been left frustrated, after some find their More loyalty points have vanished or been spent elsewhere in...
Own-brand Waitrose champagne named best for value
November 22, 2019The Waitrose Brut NV was rated as the most affordable Best Buy option by a panel of Which? experts
Customer satisfaction with automotive sector sees slight fall
November 22, 2019Although the sector scored 0.5 points less than a year previously, it remains slightly above the UK average for customer...
Customer satisfaction with the utilities sector remains low
November 15, 2019The sector is currently ranked twelfth out of the 13 sectors which make up the UKCSI
SWR strike set to cause Christmas chaos
November 14, 2019The planned strike for much of December will lead to travel upheaval for passengers
NatWest to axe paper statements
November 14, 2019Customers will still have the option of receiving paper statements if they wish to
We need to put community at the heart of the High Street to give it a new future
November 12, 2019We hosted a roundtable discussion in which a number of major players with significant high street presences debated ways in...
Transport sector remains rock bottom for customer satisfaction
November 8, 2019A score of 70.8 out of 100 in the July 2019 UKCSI means that the sector is 6.3 points below...
Gatwick trial aims to improve boarding times
November 7, 2019The trial is seeking to improve the customer experience and reduce delays
Whirlpool under fire again for faulty dryers
November 7, 2019An investigation has found that the organisation tried to ‘silence’ affected customers and was slow to correct the problem
MPs slam banking IT failures
November 1, 2019Treasury Committee report criticises the level of IT failures at banks
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…
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