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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
Annual Conference 2025
Annual Conference 2025 – The Service Nation: Leading with Purpose

Our Annual Conference is the UK’s leading forum for customer experience thought leadership. This year, our theme is ‘The Service Nation: Leading with Purpose’, emphasising the critical role of leadership in navigating today’s dynamic landscape and shaping a better tomorrow.

Register before 31st August 2024 to take advantage of our Early Bird pricing – valid for a limited time only.

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UK Customer Satisfaction Awards 2025

Our UK Customer Satisfaction Awards recognise and celebrate the individuals and organisations consistently demonstrating service excellence. They are an opportunity for your organisation to gain recognition, enhance its reputation and celebrate the hard work of your teams.

The Awards are free to enter and open to all – explore our categories and submit your entries below:

Submit entries
UK Customer Satisfaction Index

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 282 organisations and organisation types across 13 sectors.

The latest report examines how customer attitudes and buying behaviours are influenced by perceptions about business practices and reputation.

📈 Download the latest report
Latest Breakthrough Research: Leading the Service Nation?

Our latest Breakthrough Research examines the key skills, behaviours and knowledge required for the service leaders of the future and helps leaders better understand where they need to focus to drive service and business performance.

📥Download latest report
Financial Times: How did customer service get so bad?

Our CEO, Jo Causon, discusses the work of The Institute for a cover story feature interview in the Financial Times Weekend Magazine on the current state of customer service in the UK, and what we can do as business leaders to turn the tide.

Read full article
Academy Workshop Carousel
Academy Workshops – Equip your people with the tools required to succeed

Our series of interactive workshops, delivered by our Academy experts, provide succinct and personalised learning experiences focused on tangible outcomes. Stay ahead of the competition by improving the skills, engagement, and impact of your teams.

View all upcoming workshops

Membership Benefits

Develop your people

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

Measure and Benchmark
Measure & Benchmark

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

Policy Engagement

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

Enhance Your Profile

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

Set Service Standards

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

A Critical Friend

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

Research & Insight

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

Advice and Support
Advice & Support

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

Annual Conference 2025

Our Annual Conference offers a deep dive into the latest trends, innovations, and strategies shaping the customer service landscape in 2024 and beyond.

Elevate your service strategy and revolutionise your approach to customer satisfaction at the UK’s leading forum for customer experience thought leadership.

Our speaker lineup includes:

  • Amol Rajan, Conference Chair, Journalist, Broadcaster & Writer
  • Alison Rose, Former CEO, NatWest Group
  • Simon Brown, CEO, Landmark Information Group
  • Liz Jackson, Sales & Marketing Director, BCMS
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Our Members

J Browne
Beyond Housing
Jersey Water
Bristol Water

We have around 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

Bristol Water
Giacom Logo
Nestle Purina Petcare Logo

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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