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 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.
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
ROI of Customer Service: why customer service matters
Our research shows that a sustained improvement in customer satisfaction will provide a £33bn per…
Breakthrough Research Launch – Trust and the Customer Experience (13 Apr 2021)
With significant shifts in customer needs and behaviour in the last year, organisations have been…
Webinar: Head to Head with Bruce Carnegie-Brown (Lloyd’s)
Each week our CEO, Jo Causon, interviews a business leader…
Building and maintaining customer trust has become more important than ever
By Jo Causon, CEO, The Institute of Customer Service We…
Building and maintaining customer trust will be central to long-term recovery
By Jo Causon, CEO, The Institute of Customer Service Earlier…
Webinar: Head to Head with Jonathan Davidson (FCA)
Each week our CEO, Jo Causon, interviews a business leader…
Training and events
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
