Our latest UK Customer Satisfaction Index (UKCSI) was covered recently in This Is Money, highlighting the steep cost to UK businesses of poor service - ÂŁ7.3billion per month. The article also highlights that organisations which score well for customer…
It was a pleasure to welcome many of you to the in-person launch of our latest UK Customer Satisfaction Index (UKCSI) this week. Hearing about the work that goes on across our member base to drive forward the service agenda…
Jo Causon returned to BBC Five Live’s Wake up To Money where she discussed the challenging landscape in customer service and how, amid interest rate cuts and revised global growth outlooks, customer service will remain a key tool for…
As National Customer Service Week draws to a close, I hope you have all found some time to reflect with your teams on their outstanding efforts, celebrate their successes, and recognise the value that service brings to society. And hopefully,…
The service agenda is key to driving economic growth and commercial prosperity – and yet, two challenging things are happening simultaneously that we urgently need to address. On the one hand, it is a sad truth that instances of abusive…
The economic mood across the UK should be a more positive one, with last week’s data showing several improvements in many key areas of the economy. As I discussed on Wake Up to Money earlier this week amongst other things, the early…
Jo Causon returned to BBC Five Live’s Wake up To Money where she discussed the rental market slowing, retailers charging for online returns, and how the end-to-end user experience should be a priority for businesses across all sectors. She…
I’m sure many of you have been glued to the Olympics in recent weeks, cheering on and celebrating our nation’s top athletes – and it’s of course been great to see Team GB doing so well. No doubt, these athletes…
Dubbed the biggest regulatory shake-up of the financial sector in a decade, the Financial Conduct Authority’s (FCA) Consumer Duty has been in force for a year now. While it may still be too early to take a view on the…
A landmark report on the state of customer service across the UK revealed that satisfaction levels are at their lowest since 2010. With customer satisfaction being intrinsically linked to business performance, persistent low levels of satisfaction have the potential to…