Join us on 12 March for our Annual Conference 2024, our flagship event and the UK’s leading forum for customer experience thought leadership. This unique event brings together thought leaders, experts and policymakers from various fields to exchange ideas and explore innovative solutions – book your place today!
Our latest Breakthrough Research examines the relationship between customer satisfaction and business performance over the last 5 years, and provides key areas of focus and investment that have enabled companies to achieve sustainable customer satisfaction and financial performance.
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 270 organisations and organisation types across 13 sectors.
The latest report highlights the capabilities organisations need to develop for sustainable, long-term performance as well as addressing immediate challenges of operational performance and resourcing.
Our series of interactive workshops, delivered by our Academy experts, provide succinct and personalised learning experiences focused on tangible outcomes. Stay ahead of the competition by improving the skills, engagement, and impact of your teams.
Having a strong service strategy is essential for any business aiming to build long-lasting relationships with its customers. Find out how embedding a service culture across your organisation can help improve your business performance.
Membership Benefits
Better trained staff are able to service your customers more efficiently and effectively.
Independently measure your success, identify opportunities and benchmark against competitors.
We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.
Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.
Find out how to set the highest quality standards to provide excellent customer service consistently.
We act as your critical friend – giving you an impartial outside perspective when you need it.
Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.
We’re here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
A week-long celebration of service
National Customer Service Week has come to a close, and once again, this week has been a celebration of the dedication, hard work and passion that our service teams bring to the table day in and day out.
Jo Causon, our CEO, reviews some of this year’s highlights.
Insight & Thought Leadership
Are retailers equipped to serve their customers this Black Friday?
Black Friday marks the start of one of the busiest, and potentially profitable, trading periods…
Stopping the ongoing abuse of service workers
As many of you will know, back in July 2020 we launched Service with Respect,…
Three months in, what have we learnt about Consumer Duty?
Some of you may be surprised to hear that we’re already more than three months…
Open letter urges government to record assaults on public service workers in official statistics
Our CEO Jo Causon is quoted in an article…
Nearly one-third (31%) of UK service workers consider leaving their role after abuse
New data from the Institute of Customer Service finds 20%…
Jo Causon on BBC Radio 5’s Wake up to Money
The Institute's CEO Jo Causon appeared on BBC Radio…
Retail giants call for abuse protection for staff
The Institute's Service with Respect campaign is highlighted in…
Latest ServiceMark Achievers
Our ServiceMark accreditation recognises members who consistently achieve the highest standards of customer experience excellence – and have aligned their workforce with their service strategy.
Success Stories
Lucie Child, Strategy Lead - Customer Care at The Very Group, discusses the return on investment from The Institute's Management Qualifications.
Sarah Hopgood, Operations Support Manager - Protections at Covéa Insurance discusses the impact that Business Benchmarking, ServCheck and ServiceMark accreditation have had.
Sarah-Jane McCausland, Customer Communications & Engagement Lead at Covéa Insurance discusses what it means to be a long-standing member of The Institute, the networking opportunities, and the impact of ServiceMark accreditation.
Paul Couchman, Managing Director of Premier Pensions Management discusses 10 years as a member of The Institute and why he - along with all new recruits - love the FirstImpressions training.
