Below you can find recent media coverage and events for The Institute. If you would like to discuss a media opportunity with us or request a comment, please get in touch.
Bloomberg: Bad Service Is in England’s Cultural DNA
A recent Bloomberg article on the decline in UK customer service discusses research from our UK Customer Satisfaction Index (UKCSI), as well as from our Customer Service Dividend report. “Handwringing over the perceived decline in standards isn’t idle rumination. Companies that earn superior customer satisfaction ratings post higher revenue and profit growth, and have fatter operating margins, according to the…
The Telegraph: Sorry, Gen Z, but this is why you need to pick up the phone
Our CEO Jo Causon was quoted in an article by The Telegraph discussing how different generations are engaging with customer…
Financial Times Weekend Magazine feature: How did customer service get so bad?
Our CEO, Jo Causon, discusses the work of The Institute for a cover story feature interview in the Financial…
The Sunday Times: First Direct: inside the firm that gets customer service right
The Institute’s UK Customer Service Index (UKCSI) was featured in an article in The Sunday Times where a journalist…
Service wins out: The Institute of Customer Service announces UK Customer Satisfaction Awards 2024 Winners
Ocado Retail, Octopus Energy, Boots, and Specsavers were among the winners at last night’s UK Customer Satisfaction Awards, which celebrated…
Jo Causon returns to BBC Radio 5’s Wake up to Money
The Institute’s CEO Jo Causon joined BBC Radio 5’s Wake up to Money once again, to discuss the state…
Interview with The Telegraph: Why aren’t we being served?
Jo Causon was interviewed for a feature piece in The Telegraph highlighting the best and worst of customer service in…
The last stand of the call-centre worker
The Economist featured The Institute’s latest UK Customer Satisfaction Index (UKCSI) in an article about the rise of customer service…
Believe it or not, some companies still put their customers first
The Observer featured a comment from Jo Causon around The Institute’s latest UK Customer Satisfaction Index (UKCSI), highlighting that companies…
Third of UK customers will pay more for excellent service, despite cost-of-living crisis
A new report from The Institute of Customer Service reveals that UK consumers are more than willing to pay a…