We recently hosted a special version of our January 2024 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…
It is certainly disappointing and concerning that UK customer satisfaction has fallen again (the third straight period of decline) and now stands at its lowest level since 2015, according to our UK Customer Satisfaction Index (UKCSI). This is a disappointment…
The Observer featured a comment from Jo Causon around The Institute's latest UK Customer Satisfaction Index (UKCSI), highlighting that companies that get their customer service offering right are often performing better.
Our latest UK Customer Satisfaction Index, published on Tuesday, illustrates once again that customer service is not an optional extra, but a strategic necessity. It is the key to success and long-term survival in today’s uncertain and competitive business environment –…
A new report from The Institute of Customer Service reveals that UK consumers are more than willing to pay a premium for goods and services, in return for excellent service - despite the cost-of-living crisis. The report also warns that…
The Institute's latest UK Customer Satisfaction Index (UKCSI) is featured in City A.M, with a focus on the challenges faced by the utilities sector as satisfaction falls across the board.
Our CEO Jo Causon gives comment to The Telegraph as The Institute's latest UK Customer Satisfaction Index (UKCSI) shows another drop, falling to its lowest level since January 2015.
2023 has been a challenging year for businesses and customers alike. Economic conditions have been tough, unpredictability has been a watchword – and customer satisfaction has taken a sharp decline. But what will 2024 hold? On one level, I fear…
The arrival of Consumer Duty earlier this year is a clear sign that the FCA is placing a greater emphasis on all aspects of the customer journey and in particular on positive outcomes for customers. In the face of falling…
There is never a good time for a business’s systems to go down, but outages at a major bank last week proved particularly unfortunate timing. With customers on the lookout for Black Friday deals ahead of the festive season – or just…