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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
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Annual Conference 2024 – The Service Nation: Building a Thriving Future

Join us on 12 March for our Annual Conference 2024, our flagship event and the UK’s leading forum for customer experience thought leadership. This unique event brings together thought leaders, experts and policymakers from various fields to exchange ideas and explore innovative solutions – book your place today!

🎫 Book your tickets
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 270 organisations and organisation types across 13 sectors.

The latest report highlights the capabilities organisations need to develop for sustainable, long-term performance as well as addressing immediate challenges of operational performance and resourcing.

📈 Download the latest report
Governance and the Role of the Customer: Balancing the Needs of Stakeholders

Our latest Breakthrough Research on Governance and Role of the Customer explores how organisations balance the interests of their stakeholders and embed a customer dimension in their corporate governance.

📥Download latest report
UK Customer Satisfaction Awards 2024

Our UK Customer Satisfaction Awards recognise organisations and individuals that have implemented successful customer service strategies. Entries for 2024 are now open – don’t miss out on the opportunity to showcase your exceptional service and commitment to customer satisfaction!

📝 Submit your entries
Why Customer Service Matters

Having a strong service strategy is essential for any business aiming to build long-lasting relationships with its customers. Find out how embedding a service culture across your organisation can help improve your business performance.

See latest findings
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A change in the law to protect customer-facing workers

New legal protections for customer-facing workers – which we have been campaigning for through our Service with Respect initiative – have come into force. The new legislation means tougher sentencing for people who commit assaults against a person providing a public service.

Access campaign resources

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.

London Live - July 2023 UKCSI

Our CEO, Jo Causon, on London Live

Our latest UKCSI shows the sharpest year-on-year fall in customer satisfaction since records began in 2008.

Watch our CEO, Jo Causon, discuss the correlation between employee engagement, customer satisfaction and business performance at London Live’s programme.

Download the latest UKCSI

Our Members

SWW
3M Logo
BMJ
Nestle Purina Petcare Logo
NWG
DWr-Cymru
Copfs
NHS-GMSS
GMC
HSB
Karbon Homes
Newday
Trafford Housing
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

covea
Vinci
North Star
Trafford Housing
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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