About us

Who we are

The Institute of Customer Service is the independent, professional membership body for customer service.

Our mission is to be the first port of call for every aspect of customer service, delivering high quality, tangible benefits to organisations, individuals and other stakeholders, so that our customers can improve their customers' experiences and their business performance.

Find out how membership will help your organisation improve its service.

What we do

• improve business performance through demonstrating the tangible return on investment and measurable impact of a positive customer experience.
• influence decision makers and opinion formers, including politicians, regulators, other key stakeholders and senior management through the development and promotion of authoritative knowledge and research.
• support members in transforming customer service and professionalism within their organisations through the sharing of best practice across the membership network which includes significant organisational and individual experience balanced across key sectors.
• impact on the economic success of the UK by focusing on providing advice on the successful creation of a professional, quality customer experience throughout all levels of an organisation.
• raise the passive profile of effective customer service through the provision of benchmarking and accreditation services.
• create a strategic, agile and demand-led employment and skills system within the UK through active engagement with government and government agencies.
• provide members with a comprehensive range of services which provide real benefits to business performance and customers’ experience.
• promote and support the notion of a wider society which respects service rather than expects servitude.

Why join

Our members are organisations — from across the private, public and third sectors — and individuals. We help our members learn from each other and offer wide-ranging support so they can continue to improve their customer service.