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.
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’ as customer service support. The article highlights that customer service in the UK has reached a 14-year low, and highlights slow response times, being unable to speak to a human either online or by phone, and complaints not being taken seriously…
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,…
Bloomberg: Bad Service Is in England’s Cultural DNA
A recent Bloomberg article on the decline in UK customer service discusses research from our UK Customer Satisfaction Index (UKCSI),…
The Telegraph: Sorry, Gen Z, but this is why you need to pick up the phone
Our CEO Jo Causon was quoted in an article by The Telegraph discussing how different generations are engaging with customer…
Financial Times Weekend Magazine feature: How did customer service get so bad?
Our CEO, Jo Causon, discusses the work of The Institute for a cover story feature interview in the Financial…