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 index since 2015. We should have perhaps expected some of…
We often talk about the UK as a 'Service Nation', but what do we mean by this? For me, it is a way of encapsulating the world we want to see - one where the true value of service across…
It’s a theme I’ve discussed a number of times in my blog – but we are becoming more polarised than ever before. Financially, emotionally, politically, it seems that the experience of different groups in society is moving further apart. Perhaps…
Extract from Customer Focus Magazine: Issue 38 (May 2023): Our latest polling shows that the cost of living crisis in the UK continues to impact customer service staff significantly, with nearly half of frontline service workers experiencing hostility from customers…
Returning to work this week after a much-needed holiday, I was pleased to see reports from Deloitte and EY that business leaders across the UK are feeling more confident about our nation’s economic future than at any time since pre-pandemic. I’m sure…
Reports this week of energy companies and the banking sector amassing large profits as the cost-of-living crisis continues for many have been met with ire from consumers and commentators alike. This raises an interesting question around how organisations balance short-term…
Our latest January 2023 UKCSI revealed that employees are spending an average of 4.8 working days a month dealing with customer problems, costing UK businesses an estimated £11.4bn a month in lost productivity. As a result, companies are taking record…
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, it is likely to prove a challenging year for individuals…
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. Whilst the figures have caused many commentators to predict a…
This week saw the return of Parliament for the first time in 2023 and there is no doubt there is much work to be done. As the nation battles against a challenging economic climate, the need for strong political leadership…