Customer satisfaction plunges as AI chatbots take charge
Our CEO Jo Causon gives comment to The Telegraph as The Institute's latest UK Customer Satisfaction Index (UKCSI) shows another drop, falling to its lowest level since January 2015.
Time to tackle abuse of insurance staff
Our CEO Jo Causon penned an opinion piece in the Insurance Post discussing our latest research into and government engagement around abuse of public-facing staff, with a focus on the financial services industry.
Keeping service at the heart of the agenda in 2024
2023 has been a challenging year for businesses and customers alike. Economic conditions have been tough, unpredictability has been a watchword – and customer satisfaction has taken a sharp decline. But what will 2024 hold? On one level, I fear…
Response to Industry and Regulators Committee: Inquiry into UK regulators
Institute of Customer Service response to the Industry and Regulators Committee on UK regulators. Â
Response to the Housing Ombudsman: Complaint Handling Code consultation 2023
Institute of Customer Service response to the Housing Ombudsman’s consultation on its Complaint Handling Code.Â
Open letter urges government to record assaults on public service workers in official statistics
Our CEO Jo Causon is quoted in an article by retail-focused publication The Grocer, discussing our recent open letter calling on the policing minister to ensure assaults on public service workers are recorded in official crime statistics.
Nearly one-third (31%) of UK service workers consider leaving their role after abuse
New data from the Institute of Customer Service finds 20% of those experiencing hostility have taken sick leave in the last six months as a result, taking off an average of nine days Less than half (44%) of staff who…
Jo Causon on BBC Radio 5’s Wake up to Money
The Institute's CEO Jo Causon appeared on BBC Radio 5's Wake up to Money to discuss our Service with Respect campaign. The campaign reveals one-third of UK service workers consider leaving their role after abuse, as more than 55…
Retail giants call for abuse protection for staff
The Institute's Service with Respect campaign is highlighted in an article by BBC News, where it reports that more than 55 UK business leaders and politicians have signed an open letter calling on the policing minister to ensure assaults…
Third of shop staff could quit jobs after assaults and abuse amid surge in verbal and physical attacks
The Institute's latest Service with Respect research and open letter from UK businesses and Parliamentarians was covered in the Daily Mail, with comments by CEO Jo Causon. Research reveals that one in three public-facing workers are thinking of leaving their…