As 2023 gets underway, the UK economy is hovering on the verge of a recession. With the cost of living crisis making itself felt and inflation still around double digits,…
Our latest UK Customer Satisfaction Index, released this week, paints a concerning picture as to the future of our Service Nation. Overall customer satisfaction showed a decline of 0.7 points, and…
In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future…
Our Connecting Customers with Digital workshop, facilitated by The Institute’s Academy experts, builds skills and capability to support customers with digital engagement, through using a coaching approach. Building customer confidence with…
We can measure customer metrics that are transactional and tangible. But how do we measure those metrics that are essential to building trust, loyalty, and sustainable relationships: the non-tangible, the…
Watch the UK Customer Service Index January 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 Retail (Food) sector’s UKCSI of 80.5 is 0.5 points lower than January 2022, but is 2.8 points above the UK all-sector average. UKCSI Sector Results:
The Public Services (National) sector’s UKCSI of 75.1 is 1.8 points lower than January 2022, and 2.6 points below the UK all-sector average. UKCSI Sector Results:
The latest figures from the Office of National Statistics (who will be speaking at our Annual Conference in March) revealed a welcome surprise, as the UK eked out 0.1% growth in November…
For our January 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…