Autumn Statement: a Living Wage that is good for business

23rd Nov 2016

Responding to news that the Living Wage will increase by 30 pence to £7.50 per hour from next April – as announced in today’s Autumn Statement – Jo Causon, CEO of The Institute of Customer Service, says:

"An increase in the Living Wage may bring renewed concerns for British businesses already nervous about their economic performance, but evidence suggests that customers are more attuned to organisations investing in their staff through reward, skills development and well-being.

“Disinterested staff often fail to make a lasting impression with customers, with the result that they take their custom elsewhere.  It is clear from our own research that with 96% of customers saying they will remain loyal if they are extremely satisfied with service they receive, an engaged workforce clearly has an impact on the bottom line." 


Notes to editors:

For further information please contact:
Mike Petrook, Helen Glover - Institute Press Office
E: [email protected] / [email protected]
T: 020 7260 2631 / 020 7260 2698 

About The Institute of Customer Service 
The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.  The Institute is a membership body with a community of over 500 organisational members – from the private, public and third sectors – and over 4,000 individual memberships.  For more information about the Institute of Customer Service go to

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