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.
Cost of living: call for swift action on financial disputes
After almost two years of campaigning through our Service with Respect initiative, new legislation comes into effect making the penalties for abusing customer-facing workers much harsher. BBC News covers the rise in violent and abusive behaviour towards shop workers in the article below: Data from the Institute of Customer Service revealed 44% of frontline service staff have experienced hostility from…
Jo Causon on Service with Respect – New Legislation
Watch Ian King (Sky News) interview Jo Causon, the Institute’s CEO, to discuss the amendment to the Sentencing Bill and…
Customer-facing staff are bedrock of our economy
The issue of prestige for frontline service workers –Ā FT 6 April Want to Understand Power in the 21st CenturyĀ -…
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…
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.”Ā …
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…