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…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Our recent guest was Alison Platt, Chair Designate of Hargreaves Lansdown. Listen to Jo and Alison discuss the…
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…
In what has been a busy week for economic data, theĀ Office for National Statisticsā latest labour market overviewĀ released on Tuesday caught my attention ā revealing marginal drops in job vacancies and unemployment compared to previous periods. Other economic data announcements…
Our Head to Head interviews are a great opportunity to engage with senior business leaders and gain first-hand knowledge from their experiences, challenges, and successes in navigating today's complex business landscape. Our recent guest was Chris Norbury, CEO of E.ON.…
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…
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 Michelle Prance, CEO of Mettle. Listen to Jo and Michelle discuss female leadership, enhancing…
The Evening Standard reports on our latest UKCSI July 2024 results, which warn that persistent low levels of satisfaction had the potential to undermine the UKās āalready challengingā economic recovery. The Standard also highlights the UKCSI finding that, since 2019,…