Our membership comprises a good mix of private and public sector organisations, with about a 75%/25% split. This is important because of the opportunity to apply learning across sectors, which is what consumers do; they don’t compare their customer experience…
We live in a world where poor customer service is increasingly dominating the headlines. As I discussed with the Financial Times for the leader of this weekend's FT Magazine, the collapse in service standards has cost UK plc billions and has eroded…
Our CEO, Jo Causon, discusses the work of The Institute for a cover story feature interview in the Financial Times Weekend Magazine on the current state of customer service in the UK, and what we can do as business…
The Institute's UK Customer Service Index (UKCSI) was featured in an article in The Sunday Times where a journalist spent a day with first direct, one of the UKCSI's top performing businesses. Chris Pitt on first direct's current ranking:…
It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and colleagues to take a deep dive into what’s really driving the customer service agenda and think about how we can…
After a decade of unprecedented challenges and disruptions, the Prime Minister’s announcement of the “green shoots of recovery” last week should be a cause for optimism for businesses across the UK. But with the ongoing pressures of rising costs, supply…
Some may view regulators signalling their willingness to impose significant fines for poor customer service as a positive step; it certainly indicates how serious service breaches will be taken, which is a good thing given the importance of service to…
The Institute's CEO Jo Causon joined BBC Radio 5's Wake up to Money once again, to discuss the state of UK customer service following our January 2024 UK Customer Satisfaction Index results. Jo discusses the current state of service…
Jo Causon was interviewed for a feature piece in The Telegraph highlighting the best and worst of customer service in the UK. The article also quotes extensively from The Institute's research.
The closure of Fenwick’s flagship London store last weekend struck a chord with me – particularly the stories in this Guardian piece from some of its customers who used to cherish the personal touch they received when they visited the iconic…