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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

This year’s Annual Conference was filled with enlightening discussions, groundbreaking insights and unforgettable networking opportunities. From the innovative keynote speeches to the engaging panel sessions, every moment was brimming with inspiration and knowledge exchange.

See highlights of the day
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UK Customer Satisfaction Awards 2024

A big thank you to all of you who attended our 2024 UK Customer Satisfaction Awards to celebrate the teams delivering exceptional customer service, and congratulations to all the winners this year! Catch a glimpse of the winners’ journeys and be inspired by the innovative strategies, heartfelt stories and unparalleled commitment to customer satisfaction that define these exceptional organisations.

See all winner interviews
The Customer Service Dividend Revisited: How to Achieve Sustainable Growth, Profitability and Productivity

Our latest Breakthrough Research examines the relationship between customer satisfaction and business performance over the last 5 years, and provides key areas of focus and investment that have enabled companies to achieve sustainable customer satisfaction and financial performance.

đŸ“„Download latest report
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 287 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
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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
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

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.

Annual Conference 2024

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

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

The Service Nation: Building a Thriving Future

Our speaker lineup includes:

  • Amol Rajan, Conference Chair, Journalist, Broadcaster & Writer
  • Tom Athron, CEO, Fortnum & Mason
  • Dame Irene Hays, Owner and Chair of Hays Travel
  • Professor Martin Rees, Astronomer Royal
  • Aileen Dalisay, Head, AI Partnerships, EMEA, Google
  • Andrew Miller, CEO, Motability Operations Group
  • Nicola McQueen, CEO, NHS Professionals
  • Basil Scarsella, CEO, UK Power Networks
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Our Members

Salix
GMC
Admiral
J Browne
BT Logo
Arval
1st Central Logo
James Cropper
Dilgenta
Broadacres
Affinity Water
Northern-gas-networks
CII

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

Wickes
Wales-West
portsmouth-water
IMServ
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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