A recent Bloomberg article on the decline in UK customer service discusses research from our UK Customer Satisfaction Index (UKCSI), as well as from our Customer Service Dividend report. "Handwringing over the perceived decline in standards isn’t idle rumination. Companies…
Our CEO Jo Causon was quoted in an article by The Telegraph discussing how different generations are engaging with customer service, and satisfaction levels generally. Jo Causon: “There are some real challenges – one is that there aren’t enough people and…
Our membership comprises a good mix of private and public sector organisations, with about a 75%/25% split. This is important because of the opportunity to apply learning across sectors, which is what consumers do; they don’t compare their customer experience…
Our CEO, Jo Causon, discusses the work of The Institute for a cover story feature interview in the Financial Times Weekend Magazine on the current state of customer service in the UK, and what we can do as business…
The Institute's UK Customer Service Index (UKCSI) was featured in an article in The Sunday Times where a journalist spent a day with first direct, one of the UKCSI's top performing businesses. Chris Pitt on first direct's current ranking:…
From the latest UKCSI in July, average customer satisfaction in the UK continues to fall. More customers are now likely to experience a negative reaction when they report a problem, wait longer for a resolution and in some cases, issues…
From the latest UKCSI in July, average customer satisfaction in the UK continues to fall. More customers are now likely to experience a negative reaction when they report a problem, wait longer for a resolution and in some cases, issues…
Ocado Retail, Octopus Energy, Boots, and Specsavers were among the winners at last night’s UK Customer Satisfaction Awards, which celebrated the UK’s best-in-class for customer service. Last night marked the 14th instalment of the awards, held annually, which recognise the…
The Institute's CEO Jo Causon joined BBC Radio 5's Wake up to Money once again, to discuss the state of UK customer service following our January 2024 UK Customer Satisfaction Index results. Jo discusses the current state of service…
Jo Causon was interviewed for a feature piece in The Telegraph highlighting the best and worst of customer service in the UK. The article also quotes extensively from The Institute's research.