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
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
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
Membership Benefits
Better trained staff are able to service your customers more efficiently and effectively.
Independently measure your success, identify opportunities and benchmark against competitors.
We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.
Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.
Find out how to set the highest quality standards to provide excellent customer service consistently.
We act as your critical friend – giving you an impartial outside perspective when you need it.
Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.
We’re here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
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.
Insight & Thought Leadership
The rise of vulnerability and exclusion: supporting customers through challenging times
Talking to members, I know I am not alone in feeling concerned for the future…
Organisations need to reset to avoid customer service downward spin
It has been a really testing couple of years for individuals, families and businesses –…
The summer of discontent
With passengers being advised not to travel on trains unless necessary next week and UK…
Webinar: Head to Head with Basil Scarsella (UK Power Networks)
Each week our CEO, Jo Causon, interviews a business leader…
Webinar: Head to Head with Sarah Beale (The Association of Accounting Technicians)
Each week our CEO, Jo Causon, interviews a business leader…
Webinar: Head to Head with Vicki Heslop (Covéa Insurance)
Each week our CEO, Jo Causon, interviews a business leader…
Webinar: Head to Head with Mike Gauterin (BT)
Each week our CEO, Jo Causon, interviews a business leader…
Latest ServiceMark Achievers
Our ServiceMark accreditation recognises members who consistently achieve the highest standards of customer experience excellence – and have aligned their workforce with their service strategy.
Success Stories
Paul Couchman, Managing Director of Premier Pensions Management discusses 10 years as a member of The Institute and why he - along with all new recruits - love the FirstImpressions training.
