"Customer satisfaction across all sectors of the UK economy has been declining for the past three years. Whist the utilities sector has bucked this trend in the last two years – rising 0.7 points to 72.7 (out of 100) in…
"In surveys customers will talk about the functional things as being important with retailers but the things that make a difference relate to how the retailer makes them feel" - Jo Causon, CEO, Institute of Customer Service in The…
" The results of our latest UK Customer Satisfaction Index (UKCSI), published in January 2021, revealed customer satisfaction in the UK continues to decline, reaching its lowest level since July 2015. The banking sector contributed to this trend with one…
Listen to Jo's BBC interviews below discussing the findings from our new research revealing an increasing number of abuse on essential workers. We are calling for Government and businesses to do more to protect our frontline customer-facing staff: Institute of…
"As we cautiously look to rebuild from the crisis, restoring customer confidence will be crucial to survival", says Institute's CEO, Jo Causon to Travel Weekly.
"Having well-trained customer service operatives who have high emotional intelligence is really important" - says Institute's CEO, Jo Causon, CEO to The Guardian. Following requests and suggestions from our members, we have launched a series of training modules designed…
"As we approach nearly a year of shake ups and uncertainty, retailers must prioritise their service offering if they are to survive" - says our CEO, Jo Causon, to Retail Times.
Watch Jo speaking at HQN's Multi-channel customer experience and the future of contact centres webinar in January 2021, discussing the changing needs of customers and the important of customer service. 
"In the face of ongoing uncertainty and shifting customer needs, this is an urgent wake-up call for all sectors, in particular retail, to make service a boardroom priority or risk undermining recovery later this year" - Jo Causon, CEO, The…
Watch Jo discuss with Ian King the findings from the latest iteration of our UK Customer Satisfaction Index (UKCSI), revealing that customer satisfaction with businesses is at the worst levels since 2015: