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 ...

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 ...

Just a year after publicly pledging to enhance its services, Wizz Air has unfortunately found itself at the bottom of the rankings of a Which? survey. However, the airline has defended the survey ...

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 ...

New research has revealed disparities in customer service experiences across the UK. The largest proportion of people receiving poor customer service are in Northern Ireland, while the highest ...

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 ...

Whether it’s being placed on hold for hours on end, or service without a smile, we’ve all had our run ins with public-facing staff. According to research, customer service is dipping across the ...

Bad in-store experiences cost the UK high street up to £41 billion in lost revenue, according to a leading market researcher. Forsta found a staggering 80% of UK adults exit a store without buying ...