Banks and the importance of customer service when reputation plummets

March 1st, 2010

Posted by Jo Causon and filed under measurement, recession.

Banks will have to focus on their service offering if they are to deliver customer satisfaction while the sector’s reputation plummets.

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The UK Customer Satisfaction Index, the recession and getting service on the boardroom agenda

February 23rd, 2010

Posted by Jo Causon and filed under feedback, measurement, recession.

In a video podcast, The Institute’s chief executive discusses the latest UKCSI results and ROI, getting customer service on the boardroom agenda, the recession and the public sector.

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Six great customer service technology projects for the future

February 8th, 2010

Posted by Richard Bingham and filed under hints and tips, technology.

Six ways you could use technology to change the nature of customer service in the near future. Or maybe you’re using them now.

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Call centres: What gets under the British public’s skin?

February 3rd, 2010

Posted by Alan Tanner and filed under measurement, recession.

Our UKCSI research confirms that, when there’s a service failure, the British don’t appear to like dealing with staff outside of the UK and get really annoyed at having to explain themselves several times over, especially as they get older.

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