For many, the banking crisis of 2007-8 hit home the hardest when high street stores began to disappear. A perfect storm of rising costs, the growth of online shopping and dwindling footfall has seen many of our nation’s high streets…
We are increasingly seeing the impact of climate change in the here and now. Putting aside the underwhelming British weather, this July was the hottest globally on record, and we saw the toll of global warming in the form of…
It’s been just over a year since we successfully achieved a change in the law with our Service with Respect campaign to make the abuse of public-facing staff an aggravated offence. We are proud to have spearheaded a cross-party, cross-sector, and cross-society…
It’s been a busy couple of weeks since our latest UK Customer Satisfaction Index was published, showing the sharpest drop in customer satisfaction since 2008 – and the worst score on the index since 2015. We should have perhaps expected some of…
At the moment, businesses seem to be in the news for all the wrong reasons. Retail banks are just the latest to face backlash from regulators and customers, with supermarkets and utility companies having faced similar criticism in recent weeks…
Last month, the Bank of England confirmed what many of us had feared: inflation continues at record rates. The media has been quick to highlight the impact of inflation – and the resulting rate rises aimed at stemming it – on…
We often talk about the UK as a 'Service Nation', but what do we mean by this? For me, it is a way of encapsulating the world we want to see - one where the true value of service across…
Positive economic news has been hard to come by of late, so we should at least be thankful for the latest forecasts, which suggest the UK is no longer forecast to fall into a recession. With energy prices lowering and…
Just two weeks ago, the Prime Minister held a roundtable meeting with leading CEOs in AI, including Google DeepMind, and Anthropic. It follows establishment of the new Department for Science, Innovation and Technology, and the implications of AI being discussed…
It has been a busy week at The Institute, as we have launched the latest round of research as part of our ongoing Service with Respect campaign. Sadly, it had not painted a positive picture, with nearly half of our…