Great customer service drives better business performance. We are the UK’s leader in understanding customer satisfaction and improving the customer experience, helping our members succeed by focusing on their purpose, relevance and impact. Be part of the success
Our research proves that investing in customer service translates into faster growth, higher productivity and better margins. Â Our member-exclusive research and resources can help you identify where your organisation needs to focus.
OUT NOW: Our UKCSI is the barometer of customer satisfaction in the UK. It shows we are in longest period of service decline in since records began. At the same time, twice as many customers are willing to pay more for better service than will sacrifice service to get the cheapest price.
Membership Benefits
We’re here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.
We act as your critical friend – giving you an impartial outside perspective when you need it.
Find out how to set the highest quality standards to provide excellent customer service consistently.
Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.
We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.
Independently measure your success, identify opportunities and benchmark against competitors.
Better trained staff are able to service your customers more efficiently and effectively.
Insight & Thought Leadership
Weekly webinar: Head to Head Interviews with Business Leaders
How to define and measure the return on investment of customer service
At a time of acute financial challenge, organisations need to make savings and think hard…
Balance clear direction with agility to navigate uncertainty
By Jo Causon, CEO, The Institute of Customer Service The Covid-19 pandemic, and the resultant…
Making the case for customer service in your organisation
The weight of evidence about the impact of customer satisfaction and employee engagement on financial…
Let’s think creatively about our high streets
It has been over a month since non-essential outlets across the country were finally allowed…
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.
