Thought Leadership

Key trends that had started to emerge in 2014 and how we believed they will develop throughout 2015.

The All Party Parliamentary Group on Customer Service was founded in July 2014 with an aim to raise awareness and understanding of customer service amongst parliamentarians and establish a dialogue with UK organisations across all sectors.

The UK Customer Satisfaction Index (UKCSI) shows that customer satisfaction has fallen nationally for the second consecutive year, from 77.9 in July 2013 to 76.3 in July 2014 and is now at its lowest point since 2011.

Customer expectations are certainly continuing to rise and their needs are evolving more rapidly, with convenience, ease of doing business and speed seen as particularly important.

With UK Customer Satisfaction at it’s lowest point since 2011 what can you do to make sure customer service helps your business to succeed?

Simply put, customer service is the sum total of what an organisation does to meet customer expectations and achieve customer satisfaction.

Institute of Customer Service response to the Public Administration Select Committee ‘More complaints please!’ report

The Chancellor George Osborne delivered his Budget Statement to Parliament this week and announced a number of measures to boost business and economic growth.

Legislation can help protect customers, but excellent customer service requires sustained focus from organisations

The Institute of Customer Service Annual Conference has become a key fixture for all those wishing to gain insight and knowledge about customer service innovations and best practice.

Employee engagement and its influence on customer satisfaction and buying behaviour

Much of the debate following the budget has focused on whether the government has struck the right balance between stimulating growth and controlling the deficit, which is critical given the challenging times in which we live.