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.
Customers fed up with Covid excuse for bad service
BBC News covered the launch of our UK Customer Satisfaction Index (UKCSI) findings on 7 July 2021: Customers fed up with Covid excuse for bad service Customers have appreciated improvements or innovation in service such as better scheduling to avoid queuing, proactive communications and dialogue, support with mental, physical or financial well-being, advice and knowledge to help navigate challenging situations…
Retailers must look after their customer-facing employees
“With staffing shortages causing great problems it is critical retailers retain their best employees and avoid losing them because…
What is good customer service?
“Good customer service is only possible where an organisation is clear about what it is trying to do, who it…
Consumers want businesses to help them be more environmentally-friendly
“Businesses that fail to bring greener products and services to market could see sales decline over the next five years.” …
Covid-19 and the changing psychology of the customer experience
“With everything the past year or so has thrown at us, it is hard to overplay the impact it…
How do we improve customer satisfaction in the water sector?
“Customer satisfaction across all sectors of the UK economy has been declining for the past three years. Whist the utilities…
Interview with Jo Causon – The Retail Bulletin
“In surveys customers will talk about the functional things as being important with retailers but the things that make…
Financial organisations must make service a boardroom priority
“ The results of our latest UK Customer Satisfaction Index (UKCSI), published in January 2021, revealed customer satisfaction in the…
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…