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…
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…
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,…
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. āItās not that people donāt want to work,ā 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 isnāt idle rumination. Companies…