Official Campaign Launch
The Service with Respect campaign officially launches with research and case studies featured on a BBC Breakfast segment, highlighting high levels of abuse ā and low levels of reporting ā cross sector.
Research commissioned into abuse of frontline staff
Following oral evidence of unacceptable abuse in the retail sector delivered at the APPG on Customer Service, The Institute commissions research into the levels and impacts of abuse of customer-facing staff.
Causonomics podcast launched
We launched our brand new podcast which explores all things customer service, with frank and open conversations on how we centre the customer to benefit consumers, business, society, and the wider UK economy.
Research proves the ROI of Service
Following on from the 2017 āCustomer Service Dividendā research, a new study shows the link between service and financial performance.
Change in the law and Trust Index
We achieved a change in the law through our Service with Respect campaign. Our Trust Index was also launched this same year.
Service with Respect campaign
Our Service with Respect campaign, aiming to tackle abuse directed at customer service professionals, was launched.
Academy launch
The Academy was launched. We also brought the delivery of ServiceFocus & ServiceMark assessments in-house.
New London HQ and rebrand
The Institute was relocated to London and underwent a full re-brand and value proposition review.
New CEO and Awards launched
Jo Causon was appointed as the Instituteās new CEO and the UK Customer Satisfaction Awards were launched.
Launch of our UKCSI
Launch of the UK Customer Satisfaction Index (UKCSI), the national barometer of customer satisfaction.