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.
BBC Radio 5 Wake up to Money: Jo Causon returns to discuss the latest in customer satisfaction
Jo Causon returned to BBC Five Live’s Wake up To Money where she discussed the rental market slowing, retailers charging for online returns, and how the end-to-end user experience should be a priority for businesses across all sectors. She also highlights the latest stats on customer service from our UK Customer Satisfaction Index (UKCSI) which shows a decline in…
UK customer satisfaction levels remain low, threatening nation’s economic recovery
A landmark report on the state of customer service across the UK revealed that satisfaction levels are at their lowest…
Forbes article: Factors Driving The Gap Between Customer Expectations And Satisfaction
An in-depth Forbes article quotes the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) in a piece discussing the…
The Telegraph: Firms turn to ‘brand ambassadors’ despite satisfaction levels plummeting to a 14-year low
The Telegraph uses our latest UK Customer Satisfaction Index (UKCSI) as a benchmark when discussing the utilisation of ‘brand ambassadors’…
The Evening Standard: Customer satisfaction at lowest level since 2010 – report
The Evening Standard reports on our latest UKCSI July 2024 results, which warn that persistent low levels of satisfaction had…
This is Money: Which companies have the best customer service? Survey shows top 10… but most firms are below par
The Daily Mail’s This is Money covers our latest UKCSI results, showing that customer satisfaction levels are at their lowest…
Management Today: Why CEOs should care about customer service
In an opinion piece for Management Today, our CEO Jo Causon discusses the pressing need for UK business leaders to…
LBC Opinion: Don’t lose sight of the customer this election: put customer service at the heart of UK’s economic growth agenda
Our CEO, Jo Causon, penned an opinion piece for LBC, discussing the service agenda in the context of the 2024…
Financial Times Opinion: If staff don’t want to work any more, leaders should step up
Our CEO, Jo Causon, was interviewed for an opinion piece in the Financial Times, discussing how leaders need to…
Jo Causon as independent expert on BBC Radio 5’s Wake up to Money
The Institute’s CEO Jo Causon joined BBC Radio 5’s Wake up to Money once again as an independent expert,…