Jo Causon, the Institute's CEO, discusses M&Sās recent return to the FTSE 100, the impact of customer service on customer satisfaction, and what other retailers can learn from this.
According to our latest UKCSI, poor customer service is costing UK businesses Ā£11.4bn a month in lost productivity, with employees averaging one day a week dealing with problems. Jo Causon, the Institute's CEO, discusses the importance of embedding a service-led…
Customer abuse of public-facing workers remains high, which is causing many call center workers to experience burnout as a result of unrelenting stress and pressure. To find out more about our Service with Respect campaign, click here.
Our latest January 2023 UKCSI revealed that employees are spending an average of 4.8 working days a month dealing with customer problems, costing UK businesses an estimated Ā£11.4bn a month in lost productivity. As a result, companies are taking record…
Our recent Breakthrough Research, "A Connected World?" explores the theme of digitisation and how it applies to customer service. Many customers are embracing technology and welcome many of the advancements it is bringing.Ā However, when it comes to more complex and…
The latest results of our Service with Respect campaign polling have revealed that over the last six months, 45% of frontline service staff have experienced hostility from customers, up 10% since February of this year. 34% think that their role…
The latest results of our Service with Respect campaign polling reveal a worrying spike in abuse towards frontline staff. This has resulted in 40% of people thinking about leaving their role because of abuse they have faced. To find out…
Our new polling data reveals that customer abuse of public-facing worker has risen significantly in the past six months. See shocking footage of some of the behaviour that customer service staff have to deal with. To find out more about…
Listen to the Institute's CEO, Jo Causon, discuss the importance of National Customer Service Week as a celebration of customer service excellence on BBC Radio Wales:
Our research with customers suggests that interactions with chatbots can be amongst the least satisfying and most annoying experiences with organisations. Mariella Frostrup from Times Radio discusses some of the key findings from our latest Breakthrough Research report, "A Connected…