How are customer needs changing and how satisfied are consumers with the service they are receiving? The latest Institute of Customer Service UK Customer Satisfaction Index provides key insights for everyone in the industry...
Customer satisfaction in the UK is getting worse, according to the latest Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI). Why are brands slipping back and what do they need to put in place to meet rising customer expectations?
Every six months the Institute of Customer Service publishes its UK Customer Satisfaction Index (UKCSI). Run since 2008, the UKCSI both provides a snapshot of current performance by organizations across the country, and allows longer term trends to be measured. The latest index has just been released and is based on over 39,000 responses from more than 10,000 people, cover...
The Institute of Customer Service’s latest six monthly UK Customer Satisfaction Index (UKCSI) reveals the lowest figures since 2010 – and marks the fourth consecutive fall in customer satisfaction levels.The overall Index fell from 76.3 in July 2014 to 76.0 in January 2015 – in January 2013 it was 78.2. No fewer than 58% of the organisations (113 brands) in UKCSI have seen their ...
This is a guest blog post from Jo Causon, chief executive of the Institute of Customer Service, the professional body for customer service.We live in an age of ‘austerity spending’, where businesses have to work harder than ever to hang on to their customers.Last year we commissioned research that concluded that the average cost to replace a lost customer is around £6,500 and 56 ...