Join us at the UK Customer Satisfaction Awards to celebrate the organisations, teams and individuals delivering exceptional customer service. The Awards ceremony will be taking place on 12 March 2024 at Hilton Park…
For our July 2023 UKCSI, we are hosting a special version of our launch webinar, open to members and non-members alike. The webinar will cover the same elements as our…
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…
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…
On 1 August, we launched our Breakthrough Research on Governance and the Role of the Customer. Brian Weston, The Institute’s Head of Research and Insight, shared an overview of the recent research results. We discussed the extent to which the voice of the customer and organisational culture are represented in the boardroom and corporate governance. This…
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…
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…
Watch the UK Customer Service Index July 2023 webinar launch below. The Institute’s Head of Research and Insight, Brian Weston, and CEO, Jo Causon, take us through the latest results. The July 2023 UKCSI shows the state of customer satisfaction in the UK, with insight about key issues and trends affecting customer experience. It includes…
Sara Herrington, Head of Customers, and Adam Clark, Executive Director of Customers discuss the benefits of organisational membership and the impact of Business Benchmarking, ServCheck and ServiceMark on their service…
Terri Woollard, Head of Special Projects and Training, and Lydia Scofield, Customer Care Executive, share their thoughts on training and professional development. Lydia also explains how undertaking the Institute's FirstImpressions…