Trust is key to maintaining customer spending through the cost of living crisis
New research conducted by The Institute of Customer Service reveals that ineffective recruitment costs the UK £17.6bn annually.
Jo Causon on Service with Respect – New Legislation
Service with Respect: new legislation protecting our frontline staff from abuse 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…
Building and maintaining customer trust will be central to long-term recovery
By Jo Causon, CEO, The Institute of Customer Service Earlier this week, we launched our latest piece of breakthrough research - examining the role trust plays in the customer experience. Trust is, and always has been, fundamental to our interactions…
Jo Causon on Service with Respect (BBC News)
Service with Respect: Institute's CEO, Jo Causon combating abuse 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…
Back our essential workers: Service with Respect
By Jo Causon, CEO, The Institute of Customer Service As we approach a year since Covid-19 restrictions came into force across the UK, it’s hard to believe that we are still navigating a lockdown situation. Despite the great hope offered…
ROI of Customer Service: why customer service matters
Our research shows that a sustained improvement in customer satisfaction will provide a £33bn per year productivity boost to the UK economy.
More than a million over 65s have experienced bad customer service because of their age
New research reveals 1.3m people in the UK over 65 have experienced bad customer service, or been treated badly, purely because of their age Those people treated badly said the most common experiences were being patronised and not being taken…
Employees facing increased customer hostility as lockdown eases
New research reveals more than half of customer-facing employees have experienced increased hostility from customers during the coronavirus crisis Two-thirds of customer facing staff feel under greater pressure as they’re being asked to perform extra duties, some of which may…
As customer satisfaction flatlines, a focus on our service offering can drive economic recovery
By Jo Causon, CEO, The Institute of Customer Service As lockdown restrictions continue to ease and more and more businesses open their doors, the lasting impact of the Covid-19 crisis on the customer experience environment is becoming clear. The results…
Almost half of all recruitment fails, costing the UK economy £17.6bn a year
New research conducted by The Institute of Customer Service reveals that ineffective recruitment costs the UK £17.6bn annually.