The Institute offers a range of qualifications for all levels of customer service professionals across all sectors.
The UK Customer Satisfaction Index is a unique business indicator which tracks customer satisfaction in the UK, covering 13 sectors and over 180 organisations.
Meet with customer service professionals and leaders to share best practice at the largest customer service forum in the UK.
Organisational accreditation scheme and site assessment which acts as a National Customer Service Standard.
Types of membership
The Institute has three types of membership; Organisation, individual and international. Within these there are a number of levels.
UK Customer Satisfaction Awards
The only customer service awards run by the professional body for customer service recognising excellent customer service strategy.
Some of our members (view all)
British Council sees TrainingMark as a ‘worthy investment’
The British Council's service quality manager Dan Walsh explains why they chose TrainingMark and how accreditation has benefited their customer service training programmes.Read more
Unilever: Professional development in a global giant
Institute member and FMCG giant Unilever employ thousands of people across the globe and manage a portfolio of brands, 12 of which boast individual turnovers in excess of €1billion. This case study explores why the Institute’s Professional Qualifications are an essential ingredient to their success.Read more
BSkyB - Driven by customer service excellence
TrainingMark, the Institute of Customer Service’s independent training programme accreditation, results in high ROI for BSkyB.Read more
First TransPennine Express: using membership to raise bottom line performance
First TransPennine Express explain how their Institute membership helps them meet corporate targets, use customer feedback to influence major long-term decisions and achieve high staff retention rates.Read more
Manheim Inspection Service: A cultural change which increases performance
ServiceMark, the Institute of Customer Service’s independent accreditation decreases staff turnover and increases performance for Manheim Inspection Service.Read more
Birmingham City Council: an unflinching commitment to public service
Faced with sweeping cuts in Local Government budgets, Birmingham City Council finds its relationship with the Institute of Customer Service as valuable as ever.Read more
Severn Trent Water: using professional qualifications and training to increase customer focus
Severn Trent has worked with the Institute of Customer Service since 2011 and believes the Institute’s professional qualifications and training help staff to develop their skills, broaden their thinking and increase their customer focus.Read more
Johnson Fleming: service pays dividends
When an entire industry transformed overnight, professional qualifications from the Institute of Customer Service proved their worth.Read more
In the news (view all)
The 2014 UK Customer Satisfaction Award Winners
We are pleased to announce the winners of the 2014 UK Customer Satisfaction Awards which were presented at a gala dinner at the Lancaster London Hotel last night, 25 February 2014.
Drop in customer satisfaction signals threat to organisations in growing economy
The UK Customer Satisfaction Index (UKCSI) has revealed that customer satisfaction in the UK fell during the last quarter of 2013. The national measure of customer satisfaction, which is published every 6 months by the Institute of Customer Service, also recorded a fall in July 2013, following an unbroken series of increases between January 2009 and January 2013.
2014 - A year of re-building trust
Events in 2013 saw trust in many organisations hit a new low, but will 2014 mark a customer service charm offensive from business as they invest in skills for the future?