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.
Financial organisations must make service a boardroom priority
“āÆThe results of our latest UK Customer Satisfaction Index (UKCSI), published in January 2021, revealed customer satisfaction in the UK continues to decline, reaching its lowest level since July 2015. The banking sector contributed to this trend with one of the largest declines of any sector ā falling by 1.2 percentage points year-on-year.āÆ” – Jo Causon, CEO, Institute of…
Jo Causon on Service with Respect (BBC News)
Listen to Jo’s BBC interviews below discussing the findings from our new research revealing an increasing number of abuse on…
Travel industry must focus on customer service
“As we cautiously look to rebuild from the crisis, restoring customer confidence will be crucial to survival”, says Institute’s…
āKnow and care about your customersā: why online communication is key to great service
“Having well-trained customer service operatives who have high emotional intelligence is really important” – says Institute’s CEO, Jo Causon,…
Retail sales plummet 8.2% in January, latest ONS figures reveal
“As we approach nearly a year of shake ups and uncertainty, retailers must prioritise their service offering if they are…
The importance of contact centres in delivering first-class customer service
Watch Jo speaking at HQN’s Multi-channel customer experience and the future of contact centres webinar in January 2021, discussing the…
Customer satisfaction with retailers at lowest level since 2015
“In the face of ongoing uncertainty and shifting customer needs, this is an urgent wake-up call for all sectors, in…
Jo Causon on Ian King Show (Sky News)
Watch Jo discuss with Ian King the findings from the latest iteration of our UK Customer Satisfaction Index (UKCSI), revealing…
Jo Causon on BBC Radio Surrey & Sussex
Listen to Jo discuss the findings from our research revealing that 1.3m over 65s in the UK have experienced bad…
More than a million over 65s have experienced bad customer service because of their age
New research reveals 1.3m people in the UK over 65 have experienced bad customer service, or been treated badly, purely…