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Inspiring a Service Nation, Powering the Future

We are the independent professional membership body for customer service, working across all sectors to drive business performance through service excellence.

The roi of excellent customer service
Annual Conference 2023: Operating in the New Service Nation

Thank you to everyone who attended our Annual Conference last 7 March 2023 – the event drew hundreds of business leaders and service professionals, as well as a fantastic line up of speakers who discussed sustainability, skills & success in the new Service Nation. Photos of the day are available here:

📷 See all photos
UK Customer Satisfaction Awards 2023

Our latest Awards ceremony took place on 7 March 2023 at Hilton Park Lane, London. A big thank you to all attendees for joining us in celebrating the teams that have delivered exceptional customer service. A full list of our 2023 Awards winners is available below:

🏆 See all winners
UK Customer Satisfaction Index

The UK Customer Satisfaction Index (UKCSI) is the national barometer of customer satisfaction. It is an independent, objective benchmark of customer satisfaction on a consistent set of measures on 281 organisations and organisation types across 13 sectors.

👇 Download the latest UKCSI results

📥 UKCSI January 2023 report
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A change in the law to protect customer-facing workers

New legal protections for customer-facing workers – which we have been campaigning for through our Service with Respect initiative – have come into force. The new legislation means tougher sentencing for people who commit assaults against a person providing a public service.

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Service with Respect

We have been working with businesses and parliamentarians to protect employees by introducing legislation that acts as a strong deterrent to those who assault public-facing workers.


💚 Join our 210+ campaign supporters

Membership Benefits

Develop your people

Better trained staff are able to service your customers more efficiently and effectively.

Measure and Benchmark
Measure & Benchmark

Independently measure your success, identify opportunities and benchmark against competitors.

Policy Engagement

We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.

Enhance Your Profile

Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.

Set Service Standards

Find out how to set the highest quality standards to provide excellent customer service consistently.

A Critical Friend

We act as your critical friend – giving you an impartial outside perspective when you need it.

Research & Insight

Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.

Advice and Support
Advice & Support

We’re here to make sure everything is aligned around your customer to create a compelling, competitive advantage.

Service with Respect: a new law to protect public-facing workers from abuse

Our CEO, Jo Causon, on Sky's Ian King Live

Following many months of campaigning, the Government tabled an amendment to the Sentencing Bill, making assaults on those providing a public service an aggravating factor in sentencing decisions.

In a big win for our Service with Respect campaign and all who have supported it, the amendment passed with support from all parties, and Royal Assent of the Bill was gained on 28 April 2022.

Service with Respect

Our Members

Anglian Water Logo
Kent Fire And Rescue
John Lewis

We have around 400 organisational members – big and small – spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.

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Latest ServiceMark Achievers

Kent Fire and Rescue
Karbon Homes

Our ServiceMark accreditation recognises members who consistently achieve the highest standards of customer experience excellence – and have aligned their workforce with their service strategy.

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