Our CEO Jo Causon recently penned an opinion piece for Utility Week, discussing the challenges and opportunities with emerging technology, and how thoughtful, long-term investment and an integrated approach are key for utilities organisations when looking to implement AI solutions.
Our CEO Jo Causon was recently interviewed for a feature story in Safety Management Magazine, where she discusses The Institute of Customer Service's Service with Respect campaign to protect customer-facing workers from hostility and abuse. Jo discussed our research into…
Our latest UK Customer Satisfaction Index (UKCSI) was covered recently in This Is Money, highlighting the steep cost to UK businesses of poor service - Ā£7.3billion per month. The article also highlights that organisations which score well for customer…
As the first real chill of winter creeps across the UK, and the dust settles on the recent budget of the new Labour Government, business leaders across the nation are turning their minds towards how to create growth and stability…
CEO Jo Causon penned an opinion piece for politics.co.uk, discussing what government and regulators can do to promote and prioritise growth in regulated sectors. Drawing from our recent research into regulation and the regulators, Jo discusses how a regulatory focus…
The service agenda is key to driving economic growth and commercial prosperity ā and yet, two challenging things are happening simultaneously that we urgently need to address. On the one hand, it is a sad truth that instances of abusive…
A landmark report on the state of customer service across the UK revealed that satisfaction levels are at their lowest since 2010. With customer satisfaction being intrinsically linked to business performance, persistent low levels of satisfaction have the potential to…
An in-depth Forbes article quotes the Institute of Customer Service's UK Customer Satisfaction Index (UKCSI) in a piece discussing the gap between customer expectations and satisfaction. The article highlights that according to our UKCSI, customer satisfaction hasĀ dropped to 75.8, a…
The Telegraph uses our latest UK Customer Satisfaction Index (UKCSI) as a benchmark when discussing the utilisation of 'brand ambassadors' as customer service support. The article highlights that customer service in the UK has reached a 14-year low, and highlights…
The Evening Standard reports on our latest UKCSI July 2024 results, which warn that persistent low levels of satisfaction had the potential to undermine the UKās āalready challengingā economic recovery. The Standard also highlights the UKCSI finding that, since 2019,…