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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

West Midlands Combined Authority
West Midlands Combined Authority
Toyota Financial Services (UK) PLC
Toyota Financial Services (UK) PLC
NFU Mutual Insurance Society Ltd
NFU Mutual Insurance Society Ltd
YPO
YPO
UKPN
UK Power Networks
Quorn Foods
Quorn Foods
Canary Wharf Management Ltd
Canary Wharf Management Ltd
Anglian Water Logo
Anglian Water
The Guinness Partnership
The Guinness Partnership
Yorkshire Water
Yorkshire Water
Places for People Group
Places for People Group
The Coal Authority
The Coal Authority
Admiral Group
Admiral Group
Clarity
Clarity
i2 Analytical
i2 Analytical
aba
ABa Quality Monitoring Ltd
The Hyde Group
The Hyde Group
Echo Managed Services South Staffs Water customer service team
Echo Managed Services South Staffs Water customer service team
CA Auto Finance UK Ltd
CA Auto Finance UK Ltd
Armstrong Watson LLP
Armstrong Watson LLP

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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