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 ...

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 ...

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 ...

I would like to be emailed about offers, event and updates from Evening Standard. Read our privacy notice. Does customer service exist in the UK any more? I ask because I cannot get through to speak ...

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 ...

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 ...

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 ...

LONDON: 5 June 2018 — Young customers are less likely than older customers to have a dealer they are loyal to for service, so they rely more often on recommendations from friends and relatives when ...

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 ...