A new report by The Institute of Customer Service (ICS) reveals a significant disconnect between customer expectations and the reality of service delivery in the UK. The UKCSI finds that 64% of ...

UK – Customer satisfaction has fallen to its lowest level since 2015, according to research from the Institute of Customer Service. The January 2024 UK Customer Satisfaction Index (UKCSI) is 76.0 (out ...

Ocado Retail, Octopus Energy, Boots, and Specsavers were among the winners at last night’s UK Customer Satisfaction Awards, which celebrated the UK’s best-in-class for customer service. Last night ...

Customer satisfaction at some of the UK's biggest companies has deteriorated over the last five years - but which have been highlighted as the best? The latest UK Customer Satisfaction Index by the ...

The retail industry has ranked the worst for customer service, after a new report scored it just 51.4 out of 100 and revealed customers spend over 11 minutes waiting to reach customer service teams.

We estimate that consumers experienced time harm in 17.3 million customer service problems with their energy provider in the past year and wasted 13.9 million hours (1,600 years) as a result. We ...

Businesses are unable to answer nearly half of the basic questions asked of them online and close to a quarter shut off the email channel, finds an study by Eptica . UK consumers are being let ...

I HAVE seen over the years a significant diminishing in the quality of customer service in the UK with regard to services and goods and this is something that needs to be addressed if we want to have ...