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.
Nationwide is top brand for customer service as banks and building societies overtake retail for first time
Customer satisfaction improvements level off, in line with a faltering economyĀ Ā Ā John Lewis maintains position as top retailer Findings for banks and building societies show how sector has finally bounced back from global financial crisis of 2008 Ā London, 7thĀ July 2026 āĀ Nationwide is the UKās best-performing brand for customer satisfaction, according to the latest UK Customer Satisfaction Index (UKCSI). The…
BBC Radio 4 Today in Parliament – Calls for stronger protections against customer abuse
Our CEO, Jo Causon, featured in BBC’s Today in Parliament programme examining the growing levels of abuse faced by customer-facing…
The Express: Labour told ‘enough is enough’ as retail crime epidemic explodes in violence
Recent coverage in the Daily Express highlights the growing crisis of hostility and abuse faced by frontline workers, alongside…
Daily Mail: First Direct, John Lewis and Hays Travel named Britain’s best firms for customer service
Our latest UK Customer Satisfaction Index (UKCSI) results were covered in the Daily Mail – highlighting the organisations leading…
Listen: Jo Causon on BBC Radio Kent discussing traffic warden abuse
In her recent BBC Radio Kent interview, our CEO, Jo Causon discussed the rising problem of abuse directed at parking…
Watch: Jo Causon on BBC Breakfast discussing traffic warden abuse and Service with Respect campaign
https://icsmail.wistia.com/medias/qja26uk5eu In her BBC Breakfast interview on the issue of traffic warden abuse, our CEO, Jo Causon highlighted the growing…
FT: Human touch remains key to AI customer service strategies
Our CEO, Jo Causon, was quoted in an article by the Financial Times discussing the need for a blended…
Forbes: The Key To Holiday Season Success? Reject Consumerism, Embrace Emotion
As part of her regular column with Forbes, our CEO, Jo Causon, highlights that despite mixed consumer confidence, retailers and…
BBC Radio 5 Wake up to Money: Jo Causon discusses AI, consumer confidence and changing behaviours
As part of her regular slot as business guest on BBC Radio 5 Live’s Wake up to Money, our…
Listen: discussion on state of customer service on BBC Radio 5 Live
To mark the launch of Peter Cross’s new book, Start with the Customer, co authored by Jo Causon, The…