the institute of customer service news and archive

Christmas delivery delays cost retailers 3.9 billion pounds

Christmas delivery delays led to a potential loss of 3.9 billion pounds for retailers in 2016, according to new research, with a total of 20 million UK shoppers encountering problems last year during the festive period, up by 13 percent on 2015. According to research commissioned by The Institute of Customer Service, these experiences have...

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Amazon UK tops customer satisfaction index

Online retailer Amazon UK has been named the best for customer satisfaction, according to new research compiled by The Institute of Customer Service. The index noted that customer satisfaction is on the rise as retailers and organisations respond to changing consumer demands, and based on the views of 10,000 UK consumers, the UK Customer...