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 ...

The move will allow HMRC staff to gain access to tools and real-time information to handle queries more effectively.

The bank topped narrowly beat kitchenware retailer Lakeland and Marks & Spencer’s traditional clothing and homewares arm to top the rankings n a poll carried out by consumer magazine Which?. The ...

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 ...

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 ...

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 ...

Genesys has announced the launch of its EMEA Customer Service Hero awards programme 2012 to find the most exceptional customer service representative within the region. The programme, which is in its ...

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 ...

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 ...