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…
An in-depth Forbes article quotes the Institute of Customer Service's UK Customer Satisfaction Index (UKCSI) in a piece discussing the gap between customer expectations and satisfaction. The article highlights that according to our UKCSI, customer satisfaction has dropped to 75.8, a…
The Telegraph uses our latest UK Customer Satisfaction Index (UKCSI) as a benchmark when discussing the utilisation of 'brand ambassadors' as customer service support. The article highlights that customer service in the UK has reached a 14-year low, and highlights…
This month, we have released our latest six-monthly UK Customer Satisfaction Index (UKCSI) - and unfortunately it doesn’t make great reading. Customer satisfaction has fallen for the fourth period in a row and now stands at its lowest level since…