We’re calling on the Government to do more to protect the customer service professionals by introducing a new, standalone offence for those who assault customer-facing employees.
#servicewithrespect
Join us on 19 October 2021 for our Annual Conference – the UK’s leading forum for customer service thought leadership.
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 over 272 organisations and organisation types in 13 sectors.
👇 Download the latest UKCSI results
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.
Building a better future
The pandemic has highlighted the true value of customer service not just to our economy but society and our way of life. The scale of the challenges that confront us make thoughts of a return to the ‘old business as usual’ futile.
This is our defining moment to reassess, refocus and act – together and with a common purpose.
Insight & Thought Leadership
Weekly webinar: Head to Head Interviews with Business Leaders
Breakthrough Research: Work with a Purpose – Building a shared vision of the future
This research looks beyond the Covid-19 crisis to examine how work culture, environment and practices…
A reset is needed to meet the challenges we’re facing
I am becoming concerned that we are facing into a perfect storm and need to…
National Customer Service Week is a reminder of the importance of service excellence all year round
It was National Customer Service Week (NCSW) at the beginning…
Protecting the mental wellbeing of our service professionals is key to business success
By Jo Causon, CEO, The Institute of Customer Service The…
Webinar: Head to Head with Michael Lewis (EON UK plc)
Each week our CEO, Jo Causon, interviews a business leader…
As National Customer Service Week closes, reflect and celebrate our achievements
By Jo Causon, CEO, The Institute of Customer Service Given…
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
