Today, companies are increasingly in the spotlight due to a keener interest in their ethical practices, how they treat their employees and the relationships they have with their partners throughout the supply chain. Running a business has undoubtedly become more…
As 2025 gets underway, businesses still face a challenging economic and wider operating environment – but there is at least some encouraging news in our latest UK Customer Satisfaction Index (UKCSI). After four successive six-month periods of declining scores, the…
We recently hosted a special version of our January 2025 UKCSI launch webinar, accessible to both members and non-members. Our CEO, Jo Causon, and the Institute’s Head of Research and Insight, Brian Weston, delved into some of the key highlights…
From Washington to Davos, many of the world’s most influential leaders – in both business and politics – face an increasingly uncertain year ahead. Cutting through the noise on both sides of the Atlantic this week, however, has been artificial…
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…