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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

Along with the nation, it is with great sadness that we mourn the passing of Her Majesty The Queen. Our thoughts and condolences go to the Royal Family and all those who work at Buckingham Palace.

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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.



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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.


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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.

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Membership Benefits

Develop your people

Better trained staff are able to service your customers more efficiently and effectively.

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Independently measure your success, identify opportunities and benchmark against competitors.

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

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

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

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

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Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.

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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

J Browne
Abellio EMR
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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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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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