Last month, I discussed the results of our latest UKCSI and expressed my concerns over evidence that a dip in customer satisfaction levels is beginning to take hold. One of the sectors that performed least strongly was Telecommunications & Media.
Staff encouraged to adopt 'drop the box' policy
The Institute's twice yearly UK Customer Satisfaction Index (UKCSI) is perhaps our most revealing and comprehensive piece of research into the state and direction of standards of customer service.
The latest UK Customer Satisfaction Index (UKCSI) from The Institute of Customer Service reveals customer satisfaction with banks and building societies is at its highest point since the UKCSI began in 2008.
Amazon has retained the top spot in the UK Customer Satisfaction Index (UKCSI), published today by The Institute of Customer Service. With a customer satisfaction score of 86.7 points (out of 100) this is the sixth consecutive time consumers have rated Amazon number one.
It may be hard to believe, but two years have now passed since the historic referendum on Brexit. We stand just nine months away from leaving the EU, albeit with a transition period set to run to the end of 2020.
Customer satisfaction and transparency are what make a company a genuine 'going concern', but to build trust we would benefit from an additional, wider, definition of 'going concern' that is not confined to financials alone.
With the explosion of data created by customer contact, there are tremendous opportunities to improve the customer experience and create more personalised offerings. How does this sit with the new regulation known as GDPR?
The Institute's latest conference produced debate on how organisations can develop game-changing strategies in an increasingly unpredictable environment. But are organisations learning from others' mistakes and what should they be doing?
Thirteen organisations from a variety of UK industries have been unveiled as the country's best for customer service at the 2018 UK Customer Satisfaction Awards ceremony, held at the Hilton on Park Lane, last night.