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The expert-led, customer-focused podcast hosted by Jo Causon

Join our CEO, Jo Causon, as she discusses all things customer service, with frank and open conversations on how we centre the customer to benefit consumers, business, society, and the wider UK economy.

Guests range from high-profile CEOs to consumer affairs journalists, right through to expert economists. 

Catch the latest episode below, or listen now on Spotify, Apple Podcasts, or wherever you get your podcasts. 

Listen to all episodes here:

What the ROI Toolkit contains

Metrics

A selection of customer satisfaction metrics that organisations have used to assess and demonstrate the ROI of service performance in terms of revenue growth, revenue retention, or cost savings

Methodology

A guided methodology for each of the ROI metrics

Case Studies

Case studies showing how organisations have selected metrics to demonstrate the ROI of service

Research

Research from The Institute focusing on evidence of the links between customer service and financial performance and key things organisations have done to achieve ROI

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