The Institute reacts to the Budget

30th Oct 2018

Reacting to the Budget, Jo Causon, CEO of The Institute of Customer Service commented:

"Independent retailers are finally getting some much needed breathing space in an unsettling retail environment. The reduction in business rates, which have been a burden to small businesses, will be welcomed, as they can now use this extra capital to their advantage and reinvest in their staff and stores in order to remain competitive.

"However more still needs to be done to help the high street continue to be a place where communities come together. In an increasingly fragmented world, it is critical that consumers have choice and for many, it means their brand of choice needs a high street presence. We need to build on this announcement, and create an innovative environment where retailers create a destination led experience which provides a combination of bricks and mortar and online.’’


Notes to editors   

For further information please contact:

Rebecca Peck or Sophie Lanning   

E: [email protected] 

T: 020 7010 0877 (Rebecca), 0207 010 826 (Sophie)   

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 3,000 individual memberships. For more information about The Institute of Customer Service go to      

Share this