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.
Employees facing increased customer hostility as lockdown eases
New research reveals more than half of customer-facing employees have experienced increased hostility from customers during the coronavirus crisis Two-thirds of customer facing staff feel under greater pressure as they’re being asked to perform extra duties, some of which may carry increased risk of conflict Research comes as the Home Secretary unveils plans to crack down on abuse and violence…
BBC Breakfast News: launching our ‘Service with Respect’ campaign
Jo discussed our new research revealing that customer-facing staff have been subject to increasing levels of hostility. In fact, more…
The FT: Shops can prosper if they treat customers with care
Following BRC-KPMG’s Christmas Retail Sales Monitor reporting tough trading conditions, the FT published this letter from our CEO, Jo Causon. …
Almost half of all recruitment fails, costing the UK economy £17.6bn a year
New research conducted by The Institute of Customer Service reveals that ineffective recruitment costs the UK £17.6bn annually.
CityAM: GDPR is one year old, but has it helped business or eroded trust?
We released a report which revealed that 64 per cent of the country cannot name a single organisation that they…
first direct takes top spot for UK customer satisfaction
Banking provider, first direct, tops the UK Customer Satisfaction Index (UKCSI), published today by The Institute of Customer Service, with a customer satisfaction score of 86.7 (out of 100).
Amazon retains top spot for customer satisfaction as turmoil on the UK high street continues
Amazon has retained the top spot in the UK Customer Satisfaction Index (UKCSI), published today by The Institute of Customer Service. With a customer satisfaction score of 86.7 points (out of 100) this is the sixth consecutive time consumers have rated Amazon number one.
Banking customer satisfaction reaches record high
The latest UK Customer Satisfaction Index (UKCSI) from The Institute of Customer Service reveals customer satisfaction with banks and building societies is at its highest point since the UKCSI began in 2008.
Celebrating award-winning customer service
Thirteen organisations from a variety of UK industries have been unveiled as the country’s best for customer service at the 2018 UK Customer Satisfaction Awards ceremony, held at the Hilton on Park Lane, last night.
Amazon on top again for customer satisfaction
Amazon has retained the top spot for the fifth consecutive time in the UK Customer Satisfaction Index (UKCSI), published today by The Institute of Customer Service.