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 ...

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 ...

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 ...

With the threat of so many job cuts, pay freezes and the removal of employee benefits is it any wonder that more than 500,000 new businesses are started each year (according to the Federation of Small ...

Satisfaction in broadband providers’ customer service has remained low between November 2023 and November 2024, sitting at +50. This is similar to six months prior and makes broadband the second worst ...

As customer expectations continue to evolve in the digital age, new data reveals that UK retailers are increasingly prioritising customer convenience by extending their customer service hours. In an ...

00:05, Wed, Jul 31, 2024 Updated: 09:55, Thu, Aug 1, 2024 Ryanair may have a reputation for poor customer service - but it's been named as only the second worst airline in the UK, according to the ...