We recently hosted our July 2024 UKCSI open launch webinar, accessible to both members and non-members. Our CEO, Jo Causon, and the Institute’s Head of Research and Insight, Brian Weston, delved into some of the key highlights and trends, providing…
We recently hosted a special version of our January 2024 UKCSI launch webinar, accessible to both members and non-members. Our CEO, Jo Causon, and the Institute’s Head of Research and Insight, Brian Weston, delved into some of the key highlights…
Watch our panel discussion webinar chaired by our CEO, Jo Causon, during which our panellists shared best practice and provided examples of how they have used insight to understand their customers better, improve customer experience and create impact. The panel…
This research looks beyond the Covid-19 crisis to examine how work culture, environment and practices - particularly in a customer service context - could change in the next 5 years. The research highlights the key issues organisations need to address…
The UKCSI is the national barometer of customer satisfaction published twice a year by The Institute of Customer Service since 2008. It is an independent, objective benchmark of customer satisfaction on a consistent set of measures on over 272 organisations and…
With significant shifts in customer needs and behaviour in the last year, organisations have been under pressure to respond proactively to be able to maintain excellent service levels and business performance. For organisations to address urgent challenges, retain customers and…
On the 24th September, we launched our latest Breakthrough Research*: The Procurement Partnership – Developing relationships to deliver excellent customer service though procurement. The key purpose of the research is to identify best practice in procurement of services and capabilities…
Satisfaction has fallen slightly according to the latest UKCSI, but the sector is still ranked second out of 13
The sector is the highest rated for customer satisfaction, but it recorded its lowest score since July 2011
Although the sector scored 0.5 points less than a year previously, it remains slightly above the UK average for customer satisfaction