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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
Service with Respect

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 our 145+ campaign supporters
Annual Conference 2021: Redefining the Service Nation – Building a better future

Join us on 19 October 2021 for our Annual Conference – the UK’s leading forum for customer service thought leadership.

🎤 See speaker line up
UK Customer Satisfaction Index

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.

📩 Download UKCSI January 2021

Membership Benefits

Develop
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
Policy Engagement

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

Profile
Enhance Your Profile

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

Standards
Set Service Standards

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

Friend
A Critical Friend

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

Research
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.

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

Training and events

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Our Members

High Peak
ESB
LV=
Costain
Jacobs
NHS-GMSS
Thames Water Logo
Historic-England
Arag
Abellio EMR
Nw
First-direct
Legal&General
Inmoment
TLF
IMServ
Sky
Lewisham Homes
Broadacres
Engie

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

UKPN
Covea
DWr-Cymru
Hitachi-Capital
Opus
Wales-West
Axis Logo
GMC
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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