Tag Archives: first direct

Exploring the 2016 UK Customer Satisfaction Index

The UK Institute of Customer Service recently released the January 2016 UK Customer Satisfaction Index. This research is updated twice a year and explores the level and quality of customer service in the UK across various industry sectors, including both … Continue reading

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23 years of great customer service  – and then there’s everyone else. Why?

The Daily Telegraph recently published their list of the top 100 companies for customer service in the UK. It’s an interesting mix of banks, retailers, airlines, and utilities with no obvious connecting theme except possibly the most important one, that … Continue reading

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Banks go social for customer feedback

In his last blog, Alistair mentioned how the sale of Northern Rock to Virgin Money is likely to shake up the British High Street by bringing the Virgin attitude to customer service to the retail-banking sector in a much bigger … Continue reading

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