Morrisons launches ‘Customers First’ initiative
Staff encouraged to adopt 'drop the box' policy
Businesses must resist short-term defensiveness in uncertain times
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.
Amazon retains top spot for customer satisfaction as turmoil on the UK high street continues
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.
Organisations, and service, must not stand still through Brexit uncertainty
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.
Response to Financial Reporting Council consultation on proposed revisions to the UK Corporate Governance Code
Institute of Customer Service response to the Financial Reporting Council's proposed revisions to the UK Corporate Governance Code.
Consumer Council for Water: Draft Forward Work Programme for England and Wales (2018-2021)
Institute of Customer Service response to the Consumer Council for Water's draft forward work programme.
Purpose and personalisation – two keywords for 2018
As the New Year gets under way, for many people it's a time of reflection and resolution, with many individuals considering their current roles and careers. What will it mean for you?
Service agenda holds up in tough 2017, but 2018 will be tougher still
As we approach the end of 2017 it seems fitting to look back and ask how organisations have fared with the customer service agenda this year and to anticipate what may follow in 2018.
Becoming an organisation without boundaries
Customers don't just benchmark you against others in your industry, they compare the service from your organisation against that of their favourite and most trusted brands. It's a rising bar for all.
Technology: how smart do we want it to be?
From artificially intelligent digital assistants to smart heating systems, washing machines and fridges, smart technology is multiplying and changing how we live. But what are the implications for the customer experience agenda?