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.
Mariella Frostrup, Times Radio
Our research with customers suggests that interactions with chatbots can be amongst the least satisfying and most annoying experiences with organisations. Mariella Frostrup from Times Radio discusses some of the key findings from our latest Breakthrough Research report, “A Connected World?”.
BBC News: UK Hospitality “urged all customers to treat staff with respect
Hospitality staff say frustrated customers have left them demoralised and upset with some at “breaking point”. Our CEO, Jo Causon,…
UK customer service complaints at highest level on record, research finds
Customer service complaints have hit their highest level on record and are costing British businesses more than £9bn a month…
Cost of living: firms warned consumers want more than low prices
Businesses need to be flexible and transparent with their customers who face rapid price rises – in order to get…
Shop workers blame cost of living stress for rising abuse
After almost two years of campaigning through our Service with Respect initiative, new legislation comes into effect making the penalties…
Cost of living: call for swift action on financial disputes
After almost two years of campaigning through our Service with Respect initiative, new legislation comes into effect making the penalties…
Jo Causon on Service with Respect – New Legislation
Watch Ian King (Sky News) interview Jo Causon, the Institute’s CEO, to discuss the amendment to the Sentencing Bill and…
Customer-facing staff are bedrock of our economy
The issue of prestige for frontline service workers – FT 6 April Want to Understand Power in the 21st Century -…
Customers fed up with Covid excuse for bad service
BBC News covered the launch of our UK Customer Satisfaction Index (UKCSI) findings on 7 July 2021: Customers fed up…
Retailers must look after their customer-facing employees
“With staffing shortages causing great problems it is critical retailers retain their best employees and avoid losing them because…