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 isnāt 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: āThere are some real challenges āĀ one is that there arenāt 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 donāt compare their customer experience…
Ocado Retail, Octopus Energy, Boots, and Specsavers were among the winners at last nightās UK Customer Satisfaction Awards, which celebrated the UKās best-in-class for customer service.Ā Last night marked the 14th instalment of the awards, held annually, which recognise the…
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.
The Economist featured The Institute's latest UK Customer Satisfaction Index (UKCSI) in an article about the rise of customer service chatbots.
It is certainly disappointing and concerning that UK customer satisfaction has fallen again (the third straight period of decline) and now stands at its lowest level since 2015, according to our UK Customer Satisfaction Index (UKCSI). This is a disappointment…
The Observer featured a comment from Jo Causon around The Institute's latest UK Customer Satisfaction Index (UKCSI), highlighting that companies that get their customer service offering right are often performing better.
A new report from The Institute of Customer Service reveals that UK consumers are more than willing to pay a premium for goods and services, in return for excellent service - despite the cost-of-living crisis. The report also warns that…
The Institute's latest UK Customer Satisfaction Index (UKCSI) is featured in City A.M, with a focus on the challenges faced by the utilities sector as satisfaction falls across the board.