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.
Listen: Jo Causon on BBC Radio 4’s Today Programme discussing our Service with Respect Campaign
Our CEO Jo Causon joined BBC Radio 4’s Today Programme to discuss our Service with Respect campaign to highlight and tackle abuse of customer-facing workers. Jo discussed our latest research, highlighting that the issue is pervasive and growing in UK society, as well as our calls for Government to enshrine vital protections for public-facing workers in legislation.
Forbes Opinion Piece: Tackling The Epidemic Of Violence And Abuse Against Service Workers
As part of her regular column with Forbes, our CEO Jo Causon discusses the timely and important issue of abuse…
The Guardian article: Openreach engineers trial panic alarms as incidents of abuse and assault soar
In an article in The Guardian covering the rising levels of abuse and assault against telecoms engineers, The Institute of…
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…
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…