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.
Forbes: If More Is Not Done To Protect Agents, Customer Service Standards Will Fall
The latest results of our Service with Respect campaign polling have revealed that over the last six months, 45% of frontline service staff have experienced hostility from customers, up 10% since February of this year. 34% think that their role in serving customers will become more challenging in the next 6 months, with 77% of those believing that this will…
ITV News: Retail staff report spike in customer abuse as soaring cost of living ignites tempers
The latest results of our Service with Respect campaign polling reveal a worrying spike in abuse towards frontline staff. This…
BBC Breakfast: Customer Service Staff Abuse feature – 28 October 2022
Our new polling data reveals that customer abuse of public-facing worker has risen significantly in the past six months. See…
Trust is key to maintaining customer spending through the cost of living crisis
New research conducted by The Institute of Customer Service reveals that ineffective recruitment costs the UK £17.6bn annually.
Jo Causon on NCSW 2022, BBC Radio Wales
Listen to the Institute’s CEO, Jo Causon, discuss the importance of National Customer Service Week as a celebration of customer…
Mariella Frostrup, Times Radio
Our research with customers suggests that interactions with chatbots can be amongst the least satisfying and most annoying experiences with…
BBC News: UK Hospitality “urged all customers to treat staff with respect
Hospitality staff say frustrated customers have left them demoralised and upset with some at “breaking point”. Our CEO, Jo Causon,…
UK customer service complaints at highest level on record, research finds
Customer service complaints have hit their highest level on record and are costing British businesses more than £9bn a month…
Cost of living: firms warned consumers want more than low prices
Businesses need to be flexible and transparent with their customers who face rapid price rises – in order to get…
Shop workers blame cost of living stress for rising abuse
After almost two years of campaigning through our Service with Respect initiative, new legislation comes into effect making the penalties…