Undergoing ServiceMark accreditation is an opportunity for organisations – of all sizes and sectors – to demonstrate the high quality of their customer service both internally and externally. Terri Wollard, Head of Special Projects and Training at Cosmos and Avalon…
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 Matthew discuss flexible working, finding the…
It was a real pleasure to see so many of you at our Annual Conference this past week. Each year, I’m humbled by the collective commitment to service excellence. This year was no different, as the many stories and successes shared throughout…
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 media has recently been awash with stories, including this one in The Telegraph, about the difficulties faced by both consumers and businesses with the rise of AI, chatbots, and other digital customer solutions. The technology has brought opportunities and…
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…
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,…
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.
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.