There is no escaping that the Covid-19 pandemic has dealt a huge blow to our economy, not least our service sector. The impact of mass closures and rising unemployment levels have seen a huge drop in consumer spending, and the
In the space of just a few months, the Covid-19 pandemic has turned the working landscape upside down. Businesses across the country have been forced to review and adjust their operating models - and make difficult decisions in order to
As the saying goes, necessity is the mother of invention – and as businesses continue to face the enormous challenges brought about by the Coronavirus pandemic, this has never felt more relevant. The speed at which the virus hit has
Businesses are still dealing daily with the complex and difficult challenges presented by the Covid-19 pandemic and it is clear this will be the case for sometime. At the moment, the focus is on tackling the immediate fallout – working
New research has revealed a shift in the value consumers place on customer service as a result of COVID-19; with two thirds (65%) saying they appreciated employees in customer service facing roles more than they did before the pandemic.
Simon Roberts, executive vice president of Walgreens Boots Alliance and president of Boots, has been appointed as non-executive director and chairman of the Institute of Customer Service. He succeeds Mary Chapman, who concludes her term of office after six years in
The Original Factory Shop, which has more than 200 stores across the UK and offers well-known brands at factory prices, has seen its customer satisfaction rating hit 84% in the past 12 months. John Lewis (87.2%) and Amazon (86.7%) head
Many UK companies are failing to keep up with the rapidly changing customer environment according to the latest UK Customer Satisfaction Index (UKCSI) released by the Institute of Customer Service. Overall satisfaction has in all four surveys since January 2013 and
As Aldi and Lidl continue to disrupt the traditional ‘big four’ in British food retailing, much of the media attention has been drawn to the battle for low pricing. However, the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI)
In the week that a number of large retailers update the city and the British Retail Consortium releases its latest figures, UK retailers continue to outperform rival sectors to take the top spot in the UK Customer Satisfaction Index. But,
LINPAC Packaging, a leading European multi-material packaging manufacturer, has received the prestigious ServiceMark accreditation from the Institute of Customer Service. The food packaging company, based in Featherstone, West Yorkshire, has been recognised for its excellent standards of service to its
Bored and disinterested staff are working in high street shops and utilities companies, according to a new study among 2,000 consumers by the Institute of Customer Service. And, the Institute claims UK businesses may be missing an opportunity to maximise
Ahead of Tesco’s full year results announcement tomorrow (18 April 2012) and CEO Philip Clarke’s expected recommendations to revitalise the company, Jo Causon, CEO at the Institute of Customer Service, argues the UK’s biggest supermarket must focus on increased customer
UK firms fear losing 10% of their customer base over the next three years at a cost of almost £2.25bn, according to a study by the Institute of Customer Service (ICS). Business leaders warn of an impending war for customers
