"Customer satisfaction across all sectors of the UK economy has been declining for the past three years. Whist the utilities sector has bucked this trend in the last two years – rising 0.7 points to 72.7 (out of 100) in…
"Over 130 organisations have already pledged to the campaign, representing more than a million employees and a combined turnover of £150 billion. That’s testament to the fact that something needs to change, but also to the commitment that many companies…
Listen to Jo Causon, Institute’s CEO, in conversation with Hannah Louise Cox, Practice Lead at Douglas Jackson, discussing the decline in UK customer satisfaction and how organisations can improve their customer experience.
By Jo Causon, CEO, The Institute of Customer Service It’s been a tough 12 months for everyone living and operating through the Covid-19 pandemic. For businesses, it has been a real challenge to exist and adapt in the here and…
"In surveys customers will talk about the functional things as being important with retailers but the things that make a difference relate to how the retailer makes them feel" - Jo Causon, CEO, Institute of Customer Service in The…
By Jo Causon, CEO, The Institute of Customer Service As we approach a year since Covid-19 restrictions came into force across the UK, it’s hard to believe that we are still navigating a lockdown situation. Despite the great hope offered…
By Jo Causon, CEO, The Institute of Customer Service We launched our Service with Respect campaign in July last year, after our research amongst employees and customers showed a highly concerning rise in intolerant and abusive behaviour from customers towards…
By Jo Causon, CEO, The Institute of Customer Service As we enter the first stages of Spring, and organisations across the country busily prepare for an initial easing of lockdown measures, it feels there is a sense of hope in…
By Jo Causon, CEO, The Institute of Customer Service Last week’s announcement of a ‘roadmap’ ‘for our gradual emergence from lockdown will be welcome news to business, and their customers, across the country; providing a much-needed glimmer of hope that…
By Jo Causon, CEO, The Institute of Customer Service Grim headlines earlier this week, reporting that Britain’s economy experienced the worst dip in 300 years last year as the impact of the Covid-19 pandemic took hold, will have made tough…