Below you can find recent media coverage and events for The Institute. If you would like to discuss a media opportunity with us or request a comment, please get in touch.
The Times article: John Lewis knocks M&S off top spot for customer satisfaction
Our latest UK Customer Satisfaction Index (UKCSI) results were covered in The Times, which detailed out the top performers with a focus on UK retailers. The article also quotes our CEO Jo Causon, who discussed how a consistent focus on the customer can drive brand loyalty and profit growth not only for the UK’s retailers, but for businesses across all…
Forbes Opinion Piece: Can Customer Service Solve The Global Consumer Confidence Crisis?
As part of her regular column with Forbes, our CEO Jo Causon reveals the economy-focused results of our latest UK…
The Times article: Businesses call for action on abuse of public-facing staff
In an article in The Times, our CEO Jo Causon discusses the urgent need for greater protections for all public-facing…
Forbes Opinion Piece: How Customer Trust Can Shield Your Business In A Crisis
As part of her regular column with Forbes, our CEO Jo Causon has written about how a strong focus on…
Parliamentary Reception: Five Years of Service with Respect
June 2025 marks an important milestone for us; one that we wished to honour with a parliamentary reception within the…
Forbes Opinion Piece: Can AI With A Human Touch Help Restore Confidence In Customer Service?
As part of her regular column with Forbes, our CEO Jo Causon has penned an opinion piece on the rise…
BBC Radio 5 Wake up to Money: Jo Causon on trading through uncertain times to bring the UK back to growth
Our CEO Jo Causon returns once more to BBC Radio 5 Live’s Wake up to Money, where she talks…
The Telegraph: For pity’s sake, just let me speak to a human being
Our CEO Jo Causon was recently quoted in a Telegraph article, alongside our UKCSI research, which discussed the need for…
BBC Radio 5 Wake up to Money: Jo Causon discusses of investing in service during uncertain times
Jo Causon returns to BBC Five Live’s Wake up To Money where she chats about how, in increasingly uncertain…
Op Ed: Utilities beware – AI is not the complete answer
Our CEO Jo Causon recently penned an opinion piece for Utility Week, discussing the challenges and opportunities with emerging technology,…