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…
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 Dr Charles, Medical Professional. Listen to Jo and Dr Charles discuss leadership, customer service…
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 Mike Gauterin, Customer Services and Technology Director of United Utilities. Listen to Jo and…
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.
The Economist featured The Institute's latest UK Customer Satisfaction Index (UKCSI) in an article about the rise of customer service chatbots.
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.
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 Simon Brown, CEO at Landmark Information Group. Listen to Jo and Simon discuss leadership,…
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…