Watch Ian King (Sky News) interview Jo Causon, the Institute's CEO, to discuss the amendment to the Sentencing Bill and new legislation protecting frontline staff from abuse as a result of our Service with Respect Campaign. https://icsmail.wistia.com/medias/rfgbi8rg41
Listen to Jo's BBC interviews below discussing the findings from our new research revealing an increasing number of abuse on essential workers. We are calling for Government and businesses to do more to protect our frontline customer-facing staff: Institute of…
Watch Jo discuss with Ian King the findings from the latest iteration of our UK Customer Satisfaction Index (UKCSI), revealing that customer satisfaction with businesses is at the worst levels since 2015:
Listen to Jo discuss the findings from our research revealing that 1.3m over 65s in the UK have experienced bad customer service, or been treated badly, because of their age: "Seek to understand your customer group, don't stereotype and think…
LBC ran a special report week on the Together Against Hate campaign, spearheaded by Nationwide. The week of special features looked at the impact of abuse towards customer-facing staff, and what we can all do to combat it. Listen to…
Listen to Jo discuss why we are calling on the Government for a change to the law to protect customer service professionals against physical or verbal abuse. This should include not only shop workers, but all customer service workers from…
Jo discussed our new research revealing that customer-facing staff have been subject to increasing levels of hostility. In fact, more than half of employees (56%) in the survey said they had experienced increased abuse from customers during the coronavirus pandemic,…
We released a report which revealed that 64 per cent of the country cannot name a single organisation that they trust to handle their data, and a quarter of customers won’t share any of their personal information with organisations. The…