Consumer Duty one year on – an outcomes-based approach remains paramount
Dubbed the biggest regulatory shake-up of the financial sector in a decade, the Financial Conduct Authority’s (FCA) Consumer Duty has…
Forbes article: Factors Driving The Gap Between Customer Expectations And Satisfaction
An in-depth Forbes article quotes the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) in a piece discussing the…
The Telegraph: Firms turn to ‘brand ambassadors’ despite satisfaction levels plummeting to a 14-year low
The Telegraph uses our latest UK Customer Satisfaction Index (UKCSI) as a benchmark when discussing the utilisation of ‘brand ambassadors’…
How can businesses respond when seismic events come knocking?
Most organisations would agree, whatever their sector, that we have experienced a challenging and turbulent number of years. However, by…
Head to Head with Michelle Prance (Mettle)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Conditions are aligning to get customer satisfaction back on an upward trend
This month, we have released our latest six-monthly UK Customer Satisfaction Index (UKCSI) – and unfortunately it doesn’t make great…
The role of service in navigating the winds of change
While last week felt like an apt moment to reflect on the sentiments of respect and service, the mood this…
UKCSI Open Webinar July 2024
We recently hosted our July 2024 UKCSI open launch webinar, accessible to both members and non-members. Our CEO, Jo Causon,…
We have a new government, and it’s time for a new era of service leadership
The new government has rightly made clear its intention to foster growth across all corners of our economy. At the…
The Evening Standard: Customer satisfaction at lowest level since 2010 – report
The Evening Standard reports on our latest UKCSI July 2024 results, which warn that persistent low levels of satisfaction had…
This is Money: Which companies have the best customer service? Survey shows top 10… but most firms are below par
The Daily Mail’s This is Money covers our latest UKCSI results, showing that customer satisfaction levels are at their lowest…
Looking ahead – driving change for a stronger UK
A new Labour Government was confirmed in the early hours of this morning, with Cabinet appointments being made throughout the…
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
