Great customer service drives better business performance. We are the UK’s leader in understanding customer satisfaction and improving the customer experience, helping our members succeed by focusing on their purpose, relevance and impact. Be part of the success
Our research proves that investing in customer service translates into faster growth, higher productivity and better margins. Â Our member-exclusive research and resources can help you identify where your organisation needs to focus.
The UKCSI is the national barometer of customer satisfaction published twice a year by The Institute of Customer Service since 2008.
The January 2021 UKCSI is 76.8 (out of 100), and the lowest level since July 2015.
👇 Download the latest UKCSI
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.
Insight & Thought Leadership
Weekly webinar: Head to Head Interviews with Business Leaders
Grateful to be seeing out a tough year for our service nation
By Jo Causon, CEO, The Institute of Customer Service While I am penning my last…
Delivering excellent customer service through procurement
On the 24th September, we launched our latest Breakthrough Research*: The Procurement Partnership – Developing…
Webinar: Head to Head with Peter Cross (John Lewis)
Each week our CEO, Jo Causon, interviews a business leader…
As the crisis rages on; we must live for today – but plan for tomorrow
By Jo Causon, CEO, The Institute of Customer Service Grim…
Webinar: Head to Head with Heather Smith (LV= General Insurance Direct)
Each week our CEO, Jo Causon, interviews a business leader…
As we navigate the fallout from Brexit; excellent service has never been more crucial
By Jo Causon, CEO, The Institute of Customer Service As…
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
