In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent guest was Anne Clarke, Senior Customer Propositions Lead at Waitrose & Partners. Listen to Jo and…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent guest was Louise Locke, Executive Director of Customer Service for Information Commissionerās Office Listen to Jo…
CEO Jo Causon penned an opinion piece for politics.co.uk, discussing what government and regulators can do to promote and prioritise growth in regulated sectors. Drawing from our recent research into regulation and the regulators, Jo discusses how a regulatory focus…
As part of our National Customer Service Week celebrations, CEO Jo Causon appeared on BBC Radio 4's You and Yours to discuss some new research showing the cost of poor service in the retail sector. Jo discusses our own UK…
In an interview on BBC Radio 5 Live, Jo Causon discusses new research commissioned as part of our Service with Respect campaign to highlight unacceptable abuse of customer-facing staff. She also highlights The Institute's key asks of Government, business, and…
CEO Jo Causon on abuse of customer facing staff: "We (as business leaders) need to stand up and say this is not acceptable behaviour". Our CEO Jo Causon was invited to the BBC Breakfast studio to discuss the latest survey…
Jo Causon returned to BBC Five Liveās Wake up To Money where she discussed the rental market slowing, retailers charging for online returns, and how the end-to-end user experience should be a priority for businesses across all sectors. She…
A landmark report on the state of customer service across the UK revealed that satisfaction levels are at their lowest since 2010. With customer satisfaction being intrinsically linked to business performance, persistent low levels of satisfaction have the potential to…
An in-depth Forbes article quotes the Institute of Customer Service's UK Customer Satisfaction Index (UKCSI) in a piece discussing the gap between customer expectations and satisfaction. The article highlights that according to our UKCSI, customer satisfaction hasĀ dropped to 75.8, a…
The Telegraph uses our latest UK Customer Satisfaction Index (UKCSI) as a benchmark when discussing the utilisation of 'brand ambassadors' as customer service support. The article highlights that customer service in the UK has reached a 14-year low, and highlights…