The Institute of Customer Service
Climate Impact & Sustainability Data (2023)
Reporting Period: 2023
Environmental Metrics
ESG Focus Areas
- Customer service
- Employee well-being
- Ethical business practices
- Environmental sustainability
- Governance
Social Achievements
- Improved employee engagement leading to a 10.2 percentage points increase in customer satisfaction.
Climate Goals & Targets
Environmental Challenges
- Falling customer satisfaction (UKCSI score of 77.7 in January 2023)
- Stalled improvement in complaint handling
- High number of customer problems (16.5%)
- Rising cost of living impacting customer well-being and polarization
- Supply chain issues and industrial action
- Skills shortages
- Inflation
- Increased hostility and abuse towards employees
Mitigation Strategies
- Refocusing on workforce planning and employee experience
- Addressing immediate challenges of operational performance and resourcing
- Developing capabilities for sustainable, long-term performance
- Maintaining investment in customer service
- Delivering a blend of technology and human-based experiences
- Improving complaint handling
- Supporting customers during the cost of living crisis