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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
Inspiring a Service Nation
We’re Inspiring a Service Nation

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

Help us build the service nation
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Long-term impact through excellent service

Our research proves that investing in customer service translates into faster growth, higher productivity and better margins.  Our member-exclusive research and resources can help you identify where your organisation needs to focus.

The ROI of Customer Service
Graphs
UK Customer Satisfaction Index

OUT TODAY: Our UKCSI is the barometer of customer satisfaction in the UK. It shows we are in longest period of service decline in since records began. At the same time, twice as many customers are willing to pay more for better service than will sacrifice service to get the cheapest price.

Download free report

Membership Benefits

Advice and Support
Advice & Support

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

Research
Research & Insight

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

Friend
A Critical Friend

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

Standards
Set Service Standards

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

Profile
Enhance Your Profile

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

Policy
Policy Engagement

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

Measure and Benchmark
Measure & Benchmark

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

Develop
Develop your people

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

A decade of customer service excellence

Lessons from the past and a glimpse at the future

To mark a decade of customer service excellence, we collaborated on a special video with Sky. See some of our members – from John Lewis, to Scottish Water and Zurich – reflect on past 10 years and consider what the next 10 might hold.

More about membership

Our Members

Costain
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Kindertons
DBS
Regenda
Foxtons
Cirencester-friendly
Echo-ms
Historic-England
HSB
Aba
Karcher
Business-stream
City-university
Bobst
Rittal
Karbon Homes
HM-Passport-Office
Curo
Landmark
Vanarama
Grand Union
Nw
Hitachi-Capital
Hiscox
Carnival
Green-Square
BMJ
Travel-network-group
Places-for-people
Cbre
Davies
Boots
Inmoment
Northern-gas-networks
Guide Dogs
Ideal Boilers
Mears
BT Logo
Bernica

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

View all members Become a member

Latest ServiceMark Achievers

CAF
Msc
Cross Keys Homes
Engie
Newbury
Damart
Wales-West
Hiscox
Echo-ms
1st Central Logo
ServiceMark

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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