National Customer Service Week
National Customer Service Week is a week-long opportunity to raise awareness of customer service and the role it plays in successful business.
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.
The Institute offers a range of qualifications for all levels of customer service professionals across all sectors.
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)
Isos Housing: Pursuing excellence together
When three social landlords in the North of England joined forces, seeking ServiceMark accreditation from the Institute of Customer Service helped the emerging organisation to put its customers first.Read more
All roads lead to value for Osborne Property Services
"Social housing today is about far more than just housing” says Carol Callam, Business Support at repairs and maintenance provider, Osborne Property Services. “The customer should be at the heart of the business with customer service embedded in company culture."Read more
Wales & West Utilities: the power of complaints
Gas infrastructure giant Wales & West Utilities used research from the Institute of Customer Service to transform its complaints handling – with far-reaching consequences.Read more
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
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
Simplyhealth: great service brings its own rewards
Independent recognition from the Institute of Customer Service makes all the difference for healthcare provider Simplyhealth – internally and externally.Read more
Essilor: How ServiceMark helped a historic lens maker to see a brighter future
As recently as 2009, opthalmic lens maker Essilor UK was suffering from low employee engagement and high costs. The company is now happy, profitable and growing – and credits the transformation to the Institute of Customer Service and ServiceMark.Read more
In the news (view all)
Announcing the 2015 Customer Satisfaction Award Shortlist
The 2015 Awards Shortlist has been announced
Please Mind the Customer Service Gap
Report shows the gap in business’ measurement of customer experience means they don’t know what customers really want.
Transport sector embarking on the long journey to improve customer service
Customers turning to digital means complain about transport sector
Telecommunications must rebuild trust as customer satisfaction falls
Customer service in the telecoms sector is continuing to drop with 24% of customers unsatisfied with their provider over the last three months, the latest findings from the Institute of Customer Services reveal. This is down another 1.1 points since January 2014 and at its lowest point since the launch of the UK Customer Satisfaction Index (UKCSI)
Services sector shows extremes in quality of customer service - revealing challenges for national and local business
Most services organisations rated above all-sector average, but almost one third need to show improvement in UK Customer Satisfaction Index