The Daily Mail's This is Money covers our latest UKCSI results, showing that customer satisfaction levels are at their lowest level since 2010. Our CEO, Jo Causon, was quoted: 'Unfortunately, the current outlook isn't where we need it to be,…
In an opinion piece for Management Today, our CEO Jo Causon discusses the pressing need for UK business leaders to put customer service at the heart of their business strategies - as well as the tangible benefits for businesses with…
Our CEO, Jo Causon, penned an opinion piece for LBC, discussing the service agenda in the context of the 2024 General Election. Jo discusses the key asks in The Institute of Customer Service's Manifesto to Build a Service Nation, and…
Our CEO, Jo Causon, was interviewed for an opinion piece in the Financial Times, discussing how leaders need to strategise when it comes to employee engagement. “It’s not that people don’t want to work,” says Jo Causon, chief executive…
The Institute's CEO Jo Causon joined BBC Radio 5's Wake up to Money once again as an independent expert, to discuss the need for UK organisations to capitalise on economic recovery and invest long-term in their customer service strategy…
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…
Our CEO Jo Causon was quoted in an article by The Telegraph discussing how different generations are engaging with customer service, and satisfaction levels generally. Jo Causon: “There are some real challenges – one is that there aren’t enough people and…
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…
The Institute's UK Customer Service Index (UKCSI) was featured in an article in The Sunday Times where a journalist spent a day with first direct, one of the UKCSI's top performing businesses. Chris Pitt on first direct's current ranking:…
Ocado Retail, Octopus Energy, Boots, and Specsavers were among the winners at last night’s UK Customer Satisfaction Awards, which celebrated the UK’s best-in-class for customer service. Last night marked the 14th instalment of the awards, held annually, which recognise the…