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Set the
pace for customer service

The independent professional membership body for customer service, working to drive business performance through service excellence.

We exist to improve your business performance by improving your customer experience.

By working with business, the public sector and the Government, we are positioning the UK as world leaders in service – to build a strong economy.

About the Institute

How we help supercharge your customer service

Develop your people

Develop your people

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

Measure & Benchmark

Measure & Benchmark

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

Policy Engagement

Policy Engagement

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

Enhance Your Profile

Enhance Your Profile

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

Set Service Standards

Set Service Standards

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

A Critical Friend

A Critical Friend

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

Research & Insight

Research & Insight

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

Advice & Support

Advice & Support

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

Annual Conference 2025

When

4 March, 2025 9:00 – 17:00

Venue

Hilton on Park Lane, London

Join the UK’s leading customer experience forum to explore 2024’s top trends, innovations, and strategies, and revolutionise your approach to customer satisfaction.

Hear from experienced leaders redefining the future of CX
Connect with peers, industry experts & thought leaders
Access industry trends to help you foster loyalty & sustainable growth
Equip yourself with practical tools and strategies for leading with purpose
Book your place

Insight & Thought Leadership

Thought Leadership

Events and Training

All events

Our Members

Legal&General Affordable Homes
Legal & General Affordable Homes
Ageas
Ageas Insurance Limited
United Utilities plc
United Utilities plc
Worthing Homes Limited
Worthing Homes Limited
co-ownership
Co-Ownership
MotoNovo Finance Limited
MotoNovo Finance Limited
The Crown Estate
The Crown Estate
Bobst
BOBST
Accenture
Accenture
Landmark Information Group
Landmark Information Group
M A Hayman Business Improvement Consultancy
M A Hayman Business Improvement Consultancy
Transport for Wales
Transport for Wales
Virgin Media O2
Virgin Media O2
Karcher
Karcher
Bristol Water
Bristol Water
Tower Hamlets Council
Tower Hamlets Council
Eclipse-Blinds
Eclipse Blinds Systems
LiveWest
LiveWest
Abellio West Midlands Railway
West Midlands Trains Ltd
SMT GB
SMT GB

We have around 350 organisational members – big and small – spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.

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.

What is Servicemark?

Success Stories

View Success Stories
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