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)
Customer service hits the bottom line
The quality of the customer service experience is one of the biggest influencing factors on a business’ bottom line, according to new research from the Institute of Customer Service into the Retail, Banking, Insurance and Utilities sectors.
Report/round-table provides blueprint to rebuild trust in UK Financial Services
Improving customer service has been identified as instrumental in repairing the reputation of the UK Financial services sector damaged in the financial crisis.
Finalists are announced for the UK Customer Satisfaction Awards 2014
The finalists for each of the 13 categories included in the UK Customer Satisfaction Awards 2014 have now been announced.
Annual Conference 2014: Customer service strategies for the new world economy
Taking place on 25 February 2014 at the London Lancaster Hotel the Institute's 2014 Annual Conference will focus on the affect customer service can have on the global economy.
Upcoming events (view all)
Insight Launch Event - A Question of Trust: the Business Impact of Customer Service in the Finance sector
As competition and regulation in the finance sector enters a new phase, it has never been more important for organisations to understand what drives customer satisfaction and how it affects reputation, loyalty and ultimately, business performance.
An evening celebrating the life of Robert Burns as well as networking in informal surroundings.