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Institute of Customer Service: Institute of Customer Service ⋆ Inspiring a Service Nation

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Vigilance and commitment needed to prevent a backslide in customer satisfaction

The latest UK Customer Satisfaction Index (UKCSI) brings good news on the face of it: the July score of 78.3 (out of 100) marked a fourth successive six-month period of a rise in satisfaction. The score is up one point compared to a year ago and...


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Success is judged by standards, not just results

As someone who is not a dedicated follower of the Beautiful Game, I need to be careful about dispensing any particular wisdom on this summer’s World Cup. However, Spain’s win over Argentina last Sunday should have been a fitting end to a tournament that gripped so many around the world and gave a 


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UKCSI Non-Member Webinar July 2026

We recently hosted our UKCSI July 2026 Customer Satisfaction Index launch webinar for non-members. During the session, our CEO, Jo Causon, and Director of Research and Member Propositions, Brian Weston, explored the latest UKCSI findings, sharing key trends, insights and analysis on the current state of customer satisfaction.

The webinar also provides an introduction t...


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Service as the foundation for scale

The Times recently reported that 


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The path to rebuilding momentum in improving customer satisfaction

Against a backdrop of strained costs, low growth, disruptive technology and political dissonance, having clarity on what to expect and where to focus over the coming months will become increasingly important. As busy people, the ability to see the signals amongst the noise makes all the difference.

The latest 


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