National Customer Service Week 2025
National Customer Service Week (NCSW) is a great opportunity to celebrate the vital role customer service plays in our businesses and communities. Taking place annually in the first week of October, it shines a spotlight on the hard work, dedication and impact of customer service professionals across the UK.
Throughout the week, organisations come together to recognise achievements, share best practice and inspire teams to continue raising the standard of service excellence. Whether you’re a frontline advisor or a senior leader, National Customer Service Week is your chance to champion great service and the people who deliver it.
This year’s National Customer Service Week will run from Monday 6 to Friday 10 October 2025 – we look forward to seeing what you get up to!
National Customer Service Week is a week-long opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy.
- Monday – Evolving Customer Needs
- Tuesday – Service with Respect
- Wednesday – Productivity, Growth & Innovation
- Thursday – Employee Engagement
- Friday – Customer Service Recognition Day
Monday 6 October – Evolving Customer Needs
With shifting customer expectations and as the service landscape continues to transform, organisations must embrace innovation and agility to deliver exceptional, forward-thinking experiences. This means not only listening to what customers want, but also anticipating future needs and responding with proactive solutions. In this dynamic environment, measuring what matters – from service quality to emotional connection – has never been more vital to maintaining loyalty and driving satisfaction and sustainable growth.
- Research: our research reports offer CEOs, CX leaders and service professionals actionable insights and recommendations to implement within their organisations. Key Institute reports such as ‘A Connected World’, ‘The Customer of the Future’ and ‘Customer Behaviours’ address the shifting landscape of customer expectations, help anticipate future demands and adapt strategies to stay aligned with evolving customer priorities.
- Product Webinar: join us for a live webinar where we’ll delve into how the range of Institute products can help you understand the evolving customer environment, highlight the characteristics of excellent service and measure and benchmark your customer satisfaction, with practical insight and recommendations to improve.
- UK Customer Satisfaction Index: as customer expectations continue to evolve, the UKCSI provides organisations with the data and context they need to adapt, improve, and stay ahead. Watch our latest UKCSI launch webinar and download the full report for expert analysis, sector insights, and practical recommendations to help your organisation meet the demands of today’s – and tomorrow’s – customers.
- Trust Index: our Trust Index provides a powerful way to measure, monitor, and strengthen trust with your customers. By benchmarking against other organisations and identifying key areas for improvement, you can take targeted action to build long-term customer confidence. Get in touch with your Client Development Director to learn how the Trust Index can support your organisation.
- Academy Workshops: our Customer Metrics workshop will help you foster critical thinking by focusing on the strategic measurement of customer satisfaction. Join our next session to find out how to optimise the utility of data and navigate the regulatory and legal implications.
- CEO Blogs & Statements: eager to learn more about the evolving customer needs? check out the following articles: ‘A customer-centric vision for UK growth’, ‘Capitalising on an increase in customer satisfaction’ & ‘Customer experience design lies at the heart of good service’.
Tuesday 7 October – Service with Respect
Tuesday marks Service with Respect Day – a time to shine a spotlight on the vital importance of treating all service professionals with dignity and respect. Through this campaign, we aim to raise awareness of the unacceptable abuse that many customer-facing employees continue to face, and to reinforce the message that such behaviour is never justified. It’s a moment to stand together, acknowledge the challenges and champion a culture where respect is not just expected, but embedded in every customer interaction.
- Service with Respect video (launching on Service with Respect day): listen to our CEO, Jo Causon, as she explores the growing concern of hostility directed at customer service professionals – an issue affecting individuals across all sectors. Find out more about our latest polling results, which reinforce the urgent need for a cultural shift in how service professionals are treated and supported.
- Service with Respect Merchandise: our Service with Respect merchandise is a powerful way to share the message and encourage others to be part of the movement. Each item acts as a reminder of the vital role service professionals play and the importance of treating them with dignity, empathy, and respect. Help foster a positive, respectful service culture and visit our NCSW online store today to explore the full range.
- Service with Respect case studies: listen to customer service professionals share their personal experiences and insights on the significance of the Service with Respect campaign. Hear firsthand how training and support received in the workplace have impacted their wellbeing, job performance, and ability to deliver exceptional service.
- Academy training: our Academy offers a comprehensive range of certificate courses and workshops designed to equip your teams with the skills and confidence to manage challenging customer interactions and support vulnerable customers effectively. Courses include ‘Handling Complaints Effectively’, ‘Introduction to Vulnerable Customers’, ‘Handling Challenging Customer Interactions’, and more. Invest in the right training and tools to prepare your teams for today’s evolving service demands. Explore our full schedule of upcoming workshops here.
- Show your support: every service professional deserves respect and a safe working environment. Supporting our Service with Respect campaign is easy and free – simply fill out this form if you haven’t already. By joining us, you’ll help raise awareness of this vital cause and encourage others to stand alongside service professionals in creating a safer, more respectful workplace.
Wednesday 8 October – Productivity, Growth & Innovation
On Wednesday, we will focus on how customer service teams contribute to organisational success by working efficiently and embracing new ideas to better serve customers. From streamlined processes to the latest in AI and technology, we’ll explore how innovation is unlocking new ways to deliver exceptional service and enhance efficiency across the board.
- Fuelling growth through service – a fireside chat: join us for a special fireside chat where we will explore the critical role of customer service in driving sustainable business growth, the importance of purpose-led leadership and how innovation and a strong service culture can fuel long-term success in today’s competitive landscape.
- Causonomics podcast: listen to our CEO, Jo Causon, as she leads open and honest conversations around driving productivity, fostering innovation, and supporting growth through customer-centric strategies. Featuring guests from FTSE 100 CEOs to consumer affairs journalists and expert economists, these insightful discussions explore how organisations can adapt and thrive. We will be launching a special NCSW episode on this day – watch this space! Listen to all available episodes here.
- Annual Conference 2026: secure your tickets now for our Annual Conference 2026 – the UK’s leading CX thought leadership forum – don’t miss your chance to be part of this must-attend event! This year, our theme is ‘The Service Nation: Driving Growth Through Connection’: as one of the four pillars of the Service Nation, we will focus on the critical role of customer service as a driver for sustainable growth in navigating today’s ever-changing landscape and creating a better future. Book your early bird tickets here!
- ROI Toolkit: with service investment under pressure, it’s vital for customer service leaders to prove ROI. Yet, showing organisation-specific returns can be complex. Exclusive to Institute members, our latest product – the ROI Toolkit offers tools, methodologies, case studies, and research to help link service metrics to financial goals and demonstrate the value of customer service. Find out more here and contact your Client Development Director to learn about and use the ROI Toolkit.
- Breakthrough Research: our research reports ‘Productivity UK’, ‘The Customer Service Dividend Revisited’, ‘A Connected World’ and ‘The Heart of AI’ show how improving productivity and using AI can help businesses innovate and grow. They highlight the important role technology plays in making work more efficient and driving future success.
- Customer Focus Magazine: our September issue will highlight the key drivers of productivity and growth across today’s service landscape – access it here once published!
Thursday 9 October – Employee Engagement
Thursday will highlight how empowered employees are the foundation of positive customer experiences, driving motivation, loyalty, and a genuine commitment to service excellence. We will look at key topics such as employee wellbeing, training and upskilling.
- Breakthrough Research Launch: keep an eye out for the launch of our latest Breakthrough Research on Employee Engagement. This report will explore the powerful link between engaged employees and organisational performance, offering practical takeaways on how businesses can drive productivity, spark innovation, and deliver stronger customer outcomes through a motivated and supported workforce.
- Introducing the Academy webinar: join us for an exclusive webinar unveiling The Academy – our learning and development hub. With nearly 30 years of expertise and over 20,000 individuals trained, The Academy offers a wide range of expert-led programmes, from half-day online workshops to 12-month management qualifications.
- Customer Focus Magazine Issue 44: this issue highlights the essential connection between employee engagement and excellent service. Packed with engaging interviews, it explores how organisational culture, purpose, and leadership drive both internal motivation and external service performance.
- Podcast: listen to two inspiring podcast sessions featuring Sir John Timpson, Chairman & Owner and Dame Irene Hays, Head of Hays Travel, as they share insights on leadership and customer service. Discover how Sir John’s unique management approach has empowered generations of employees to deliver exceptional service and hear Dame Irene’s story on how outstanding customer service has been a key factor in Hays Travel’s success.
- CEO Blogs & Statements: our CEO, Jo Causon, has been exploring key themes such as service, diversity and empowerment in her CEO Blogs and Statements. Take a look at some of her recent pieces, including: ‘Fostering an age-diverse workforce to address the UK’s employee engagement challenges’ & ‘Investing in talent – for now and the future’.
- Head-to-Head Interviews: revisit our extensive catalogue of Head-to-Head interviews, where Jo and experienced business leaders such as Liz Jackson (Initium Corporate Finance), Gareth Turpin (Virgin Media O2) or David McLeod (Engage for Success) dive deep into the evolving business and customer landscape and the importance of focusing on employee engagement and wellbeing.
Friday 10 October – Customer Service Recognition Day
As National Customer Service Week comes to a close, Friday’s theme is a chance to celebrate the dedication, professionalism, and impact of all service professionals. Join us in recognising the vital contributions of customer service professionals whose hard work not only builds trust and loyalty but also drives long-term success.
- 2026 UK Customer Satisfaction Awards: the Awards offer a unique opportunity to highlight exceptional service and gain national recognition for your organisation’s achievements. Explore this year’s award categories, download the full entry criteria, and access our expert tips to craft a standout submission. Plus, hear directly from our 2025 winners as they share what winning this prestigious accolade meant to them and their teams.
- Award Entries – Top Tips: preparing your submission for the Awards? Don’t miss our upcoming webinar, where members of our expert judging panel and previous award winners will share their insights on what makes an entry stand out. Whether you’re entering for the first time or looking to refine your submission, this session will give you practical tips to elevate your entry. Submission deadline: Friday 17 October 2025!
- Customer Service Hero competition: do you know someone who consistently goes above and beyond for customers? Now is your chance to recognise their dedication! On Friday 10 October, between 8am and 4pm, share a shoutout on LinkedIn or X using the hashtag #CSHero, including specific examples of how they’ve made a difference. We’ll be watching the posts and will announce the winner in our NCSW roundup across our website, email, and social media. The lucky winner will receive a free ticket to attend our Annual Conference in March 2026!
- Customer Focus Magazine: download our issue 39, ‘The Service Revolution – A Celebration of Excellence in Service’ here. This edition explores the critical role of investing in advanced technologies, staff development, and innovative approaches to meet the changing demands of today’s customers and ensure sustained success.
- Employee Recognition: set up a peer recognition programme where employees can nominate coworkers for exceptional customer service. Recognise these nominations at a special event to show appreciation.
- Wall of gratitude: post messages of appreciation for those who’ve made a difference – whether through great customer interactions, behind-the-scenes support, or everyday positivity. Contributions can include handwritten notes, digital messages, photos, customer feedback and more!
In 2024, we once again celebrated customer service during the first week of October with a series of themes. Thanks to everyone who shared their activities with us!
We have collated some of the highlights below. We are sorry if you have not been featured, we had too many submissions to include them all.
We hope you enjoyed the week and we look forward to seeing your efforts in 2025!
In today’s competitive landscape, where customer expectations are constantly evolving, strong service leadership is essential for driving innovation, building loyalty and achieving sustainable growth. On Wednesday, we discussed how effective service leadership sets the tone for an organisation’s culture, emphasising the importance of empathy, integrity, and continuous improvement.
Customer Service Recognition Day is a great opportunity to recognise the invaluable contributions of all customer service professionals. Join us in celebrating their unwavering commitment to service excellence, empathy and problem-solving, all of which play a pivotal role in fostering positive experiences for consumers and driving sustainable business growth.
