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 chatbots.
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 that get their customer service offering right are often performing better.
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 by the utilities sector as satisfaction falls across the board.
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 drop, falling to its lowest level since January 2015.
Time to tackle abuse of insurance staff
Our CEO Jo Causon penned an opinion piece in the Insurance Post discussing our latest research into and government engagement around abuse of public-facing staff, with a focus on the financial services industry.
Open letter urges government to record assaults on public service workers in official statistics
Our CEO Jo Causon is quoted in an article by retail-focused publication The Grocer, discussing our recent open letter calling on the policing minister to ensure assaults on public service workers are recorded in official crime statistics.
Jo Causon on BBC Radio 5’s Wake up to Money
The Institute's CEO Jo Causon appeared on BBC Radio 5's Wake up to Money to discuss our Service with Respect campaign. The campaign reveals one-third of UK service workers consider leaving their role after abuse, as more than 55…
Retail giants call for abuse protection for staff
The Institute's Service with Respect campaign is highlighted in an article by BBC News, where it reports that more than 55 UK business leaders and politicians have signed an open letter calling on the policing minister to ensure assaults…
Third of shop staff could quit jobs after assaults and abuse amid surge in verbal and physical attacks
The Institute's latest Service with Respect research and open letter from UK businesses and Parliamentarians was covered in the Daily Mail, with comments by CEO Jo Causon. Research reveals that one in three public-facing workers are thinking of leaving their…
The Telegraph: Self-checkouts to wipe out hundreds of Christmas jobs
The Institute's CEO Jo Causon comments in an article focused on the rise of self-checkout machines in supermarkets, where she calls for UK businesses to invest in both technology and staff when it comes to their service offerings.