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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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Our open letter calling for action to protect public-facing workers

We have published an open letter – signed by over 75 business leaders and cross-party parliamentarians – raising awareness of the increasing volume of incidents of customer abuse across all industry sectors to encourage the Government to pass proposed new legislation to tackle the issue.

 

#servicewithrespect

See our open letter
Service with Respect

We have been working with businesses and parliamentarians to protect employees by introducing legislation that acts as a strong deterrent to those who assault public-facing workers.

#servicewithrespect

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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 over 250 organisations across 13 sectors.

👇 Download the latest UKCSI results

📥 UKCSI January 2022 report

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.

Service with Respect: a new law to protect public-facing workers from abuse

Our CEO, Jo Causon, on Sky's Ian King Live

Following many months of campaigning, the Government tabled an amendment to the Sentencing Bill, making assaults on those providing a public service an aggravating factor in sentencing decisions.

In a big win for our Service with Respect campaign and all who have supported it, the amendment passed with support from all parties, and Royal Assent of the Bill was gained on 28 April 2022.

Service with Respect

Our Members

Analox
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Legal&General Affordable Homes
Amazon
Salix
North Star
Edinburgh-Trams
TLF
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Wandle
Wickes
BMJ

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.

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Latest ServiceMark Achievers

covea
Xoserve
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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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