As we move through the final few months of the year – known in retail-focused sectors as the Golden Quarter – there is an opportunity for consumers to spend more time in their local communities and high streets looking for…
The Institute of Customer Service's UK Customer Service Index results featured in a Telegraph article discussing challenges faces by customers when service staff are working from home.
This week, I was asked by The Grocer to give some thought to the part that M&S’s renewed focus on the customer experience has played in its recent success. A week on from M&S's return to the FTSE 100, it is interesting…
Jo Causon, the Institute's CEO, featured in a Sunday Times article discussing what is contributing to the recent decline in customer service, and what business can learn from who is doing it right.
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.
It’s been a busy couple of weeks since our latest UK Customer Satisfaction Index was published, showing the sharpest drop in customer satisfaction since 2008 – and the worst score on the index since 2015. We should have perhaps expected some of…
At the moment, businesses seem to be in the news for all the wrong reasons. Retail banks are just the latest to face backlash from regulators and customers, with supermarkets and utility companies having faced similar criticism in recent weeks…
Despite the news that the UK economy is no longer expected to enter technical recession (two consecutive quarters of negative growth), the situation remains very challenged. The economy is stuck in neutral, cost pressures are being felt by businesses and…
Traditionally, communicating that your organisation is effectively governed has not attracted nearly as much attention as the other two elements of ESG with customers anyway. However, consumers are beginning to see this as a critical area of importance. This may…
This week’s headlines have been filled with news of widespread supply shortages across UK businesses. I’m sure many of you have popped into a supermarket recently and been met with a scarcity of items such as tomatoes and peppers -…