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.
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 Times Weekend Magazine on the current state of customer service in the UK, and what we can do as business leaders to turn the tide. Jo Causon, on how to engage with customers: “In essence, understanding your customer is no…
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…
Utilities sector ranked least popular by customers as scandals mount
The Institute’s latest UK Customer Satisfaction Index (UKCSI) is featured in City A.M, with a focus on the challenges faced…
Customer satisfaction plunges as AI chatbots take charge
Our CEO Jo Causon gives comment to The Telegraph as The Institute’s latest UK Customer Satisfaction Index (UKCSI) shows another…