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.
Examples of organisations who have benefited from ServiceMark accreditation.
Some of our members (view all)
How Damart turned internal challenges into award-winning service and success
When multi-channel retailer Damart won at the UK Customer Satisfaction Awards 2014, it was a remarkable achievement.Read more
ALcontrol Laboratories: how adding service to science transformed profitability
Food and waters testing lab ALcontrol found it took more than scientific excellence to keep customers happy, so took action – with dramatic results.Read more
Benchmarking brings business transformation for Gold Medal Travel Group
In 2012, Gold Medal Travel Group became an Institute of Customer Service council member to help address service transformation. Being a multi-brand and, at the time, multi-site business, the insight it gained from carrying out the Institute’s ServCheck online employee surveys and Business Benchmarking UKCSI has proved a major driver in the company’s turnaround.Read more
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
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)
UK Companies struggle to keep up with a new customer environment
Many UK companies are failing to keep up with the rapidly changing customer environment according to the latest UK Customer Satisfaction Index (UKCSI). Overall satisfaction has in all four surveys since January 2013 and is now lower than at any point since January 2010 - only the utilities and banking sectors have improved during 2014.
Customer Service Trends 2015
Taking a look at the trends shaping customer service in the next 12 months
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