Our CEO Jo Causon was quoted in an article by The Telegraph discussing how different generations are engaging with customer service, and satisfaction levels generally. Jo Causon: āThere are some real challenges āĀ one is that there arenāt enough people and…
Our CEO, Jo Causon, discusses the work of The Institute for a cover story feature interview in the Financial Times Weekend Magazine on the current state of customer service in the UK, and what we can do as business…
The Institute's UK Customer Service Index (UKCSI) was featured in an article in The Sunday Times where a journalist spent a day with first direct, one of the UKCSI's top performing businesses. Chris Pitt on first direct's current ranking:…
The Institute's CEO Jo Causon joined BBC Radio 5's Wake up to Money once again, to discuss the state of UK customer service following our January 2024 UK Customer Satisfaction Index results. Jo discusses the current state of service…
Jo Causon was interviewed for a feature piece in The Telegraph highlighting the best and worst of customer service in the UK. The article also quotes extensively from The Institute's research.
The Economist featured The Institute's latest UK Customer Satisfaction Index (UKCSI) in an article about the rise of customer service chatbots.
The Observer featured a comment from Jo Causon around The Institute's latest UK Customer Satisfaction Index (UKCSI), highlighting that companies that get their customer service offering right are often performing better.
The Institute's latest UK Customer Satisfaction Index (UKCSI) is featured in City A.M, with a focus on the challenges faced by the utilities sector as satisfaction falls across the board.
Our CEO Jo Causon gives comment to The Telegraph as The Institute's latest UK Customer Satisfaction Index (UKCSI) shows another drop, falling to its lowest level since January 2015.
Our CEO Jo Causon penned an opinion piece in the Insurance Post discussing our latest research into and government engagement around abuse of public-facing staff, with a focus on the financial services industry.