Customer satisfaction plunges as AI chatbots take charge
Our CEO Jo Causon gives comment to The Telegraph as The Institute's latest UK Customer Satisfaction Index (UKCSI) shows another drop, falling to its lowest level since January 2015.
What leaders should learn from the Post Office scandal
Like many of you, I was fascinated and shocked by the Post Office drama that aired on ITV recently and have been following the real-world fallout throughout this week. In years to come, I suspect this story will become an…
Cross-sector consistency is key to unlocking the value of customer service
The arrival of Consumer Duty earlier this year is a clear sign that the FCA is placing a greater emphasis on all aspects of the customer journey and in particular on positive outcomes for customers. In the face of falling…
The Grocer – M&S’s FTSE return shows the power of customer service
Jo Causon, the Institute's CEO, discusses M&S’s recent return to the FTSE 100, the impact of customer service on customer satisfaction, and what other retailers can learn from this.
Webinar: Head to Head with Phil McGilvray (TDX Group)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Phil McGilvray, Managing Director Debt Services at TDX Group. Listen to Jo and Phil…
Our latest UKCSI results are a timely reminder of the importance of service
Our latest UK Customer Satisfaction Index, released this week, paints a concerning picture as to the future of our Service Nation. Overall customer satisfaction showed a decline of 0.7 points, and I fear the true depth of the problem may be…
Record customer service complaints point to trouble ahead unless businesses take action
Last month I wrote about the need for organisations to have a customer service reset in order to avoid the risk of a downward spin in satisfaction levels. This month, our latest six-monthly UK Customer Satisfaction Index (UKCSI) only reinforces…
Service with Respect – changing the law is just the beginning
Yesterday, the Police, Crime, Sentencing and Courts Bill gained Royal Assent and will pass into law. It included the amendment we have been campaigning for, which introduces harsher sentencing for assaults against public-facing workers. This is a landmark moment for…
A robust ESG approach can strengthen customer satisfaction
Our research shows customer purchasing decisions are increasingly influenced by an organisation’s Environmental, Social and Governance (ESG) agenda, despite some of the more recent challenging headlines. The results of our latest UKCSI show a direct correlation between an organisation’s positive…
Webinar: Head to Head with Joanna Jensen (Childs Farm)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Joanna Jensen, Founder and Chairman of the UK’s number one baby and children’s toiletry brand, Childs Farm. Watch…