UKCSI Launch: In-person Member Event (14 Jan 2025)

The stage is set for a special event

This coming January, we will introduce a new live in-person event as part of our UK Customer Satisfaction (UKCSI) launch.

Since we launched the UKCSI in 2008, it has grown in stature, influence, and impact. It is now firmly established as the nation’s barometer of customer satisfaction.

Governments and regulators use it to set policy. Businesses use it to set strategy, invest better and reward those who move the dial on service culture. The ROI of service is proven – and the UKCSI shows you the path to better productivity, higher margins and increased profit.

We are at a critical time for the UK’s economic growth and the need to drive the Service Nation forward is more important than ever to achieve this.

We have therefore brought together a CEO panel consisting of long-term supporters of The Institute, who have shown the benefits of investing in their service propositions. As a member, you are invited to hear their thoughts on the latest results and the future of service. You can put your questions to them in our live Q&A which will be hosted by our CEO, Jo Causon.

CEO Panel

Simon Roberts, CEO, Sainsburys

Simon has over 30 years’ experience working in retail across food, clothing, homeware and health & beauty. Prior to becoming CEO of Sainsbury’s, his previous roles have included Retail & Operations Director at Sainsburys, Executive Vice President of Walgreens Boots Alliance Inc and the President of Boots. Simon led Boots’ customer care strategy and was responsible for the operational and strategic development of Boots across 2500 stores across the UK and Ireland.

Chris Pitt, CEO, first direct

Chris is currently the CEO of first direct. Leading one of the best customer services businesses in the UK – powered by doing the right thing, delivering on what matters to customers and challenging the status quo. Prior to this, he was Chief Marketing Officer for HSBC UK, where he was responsible for the leadership of a marketing team who developed and delivered all HSBC, first direct and Marks & Spencer Bank marketing activity.

Sir John Timpson, Chairman & Owner, Timpson

The Timpson family business was taken over in 1973, but 10 years later Sir John led a £42m management buyout. In 1987 he sold the shoe shops and concentrated on building the shoe repairing and key cutting business. Timpson now has over 2000 branches nationwide with a turnover of £300m and it is private business wholly owned by Sir John Timpson and his family. In 2004 he was awarded the CBE in the Birthday Honours List for Services to the Retail Sector and in 2017 he was awarded a knighthood for Services to Business and Fostering.

In addition our Head of Research & Insight, Brian Weston, will reveal the latest results and what this means for us all.

A huge thank you to Sainsbury’s for hosting this event in their Holborn HQ auditorium. Due to capacity, we have a limited number of tickets, which are available on a first-come, first-served basis. They are only available to organisational members and are strictly limited to one per organisation.

Event Agenda:

• 9:00 am: Arrival, refreshments & networking
• 9:15 am: Opening address from Jo Causon
• 9:25 am: Overview of key UKCSI findings by Brian Weston
• 9:45 am: Q&A with Brian Weston, chaired by Jo Causon
• 10:00 am: CEO Panel chaired by Jo Causon, featuring:
  • Simon Roberts, CEO, Sainsbury’s
  • Chris Pitt, CEO, first direct
  • Sir John Timpson, Chairman & Owner, Timpson
• 10:45 am: Networking & refreshments
• 11:30 am: Event close

We hope to see you there.