New research estimates that staff spend an average of one day a week dealing with problems. But as our readers tell us, some companies find a way to go the extra mile Since the Covid lockdowns, many ...

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 ...

LONDON, October 16, 2025--(BUSINESS WIRE)--Despite the rise of artificial intelligence (AI) in customer service, UK consumers still overwhelmingly prefer speaking with human agents — unless AI comes ...

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 ...

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 ...

According to the Institute of Customer Service (UKCSI), satisfaction with customer service is at its lowest in nearly a decade. Sectors like utilities, transport, insurance, and service have all seen ...

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 ...