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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
Financial Times: How did customer service get so bad?

Our CEO, Jo Causon, discusses the work of The Institute for a cover story feature interview in the Financial Times Weekend Magazine on the current state of customer service in the UK, and what we can do as business leaders to turn the tide.

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Latest Breakthrough Research: Leading the Service Nation?

Our latest Breakthrough Research examines the key skills, behaviours and knowledge required for the service leaders of the future and helps leaders better understand where they need to focus to drive service and business performance.

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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 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.

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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.

Access campaign resources

Membership Benefits

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 Engagement

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

Enhance Your Profile

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

Set Service Standards

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

A Critical Friend

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

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 2025

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

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

Our speaker lineup includes:

  • Amol Rajan, Conference Chair, Journalist, Broadcaster & Writer
  • Alison Rose, Former CEO, NatWest Group
  • Simon Brown, CEO, Landmark Information Group
  • Liz Jackson, Sales & Marketing Director, BCMS
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Our Members

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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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Latest ServiceMark Achievers

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Kent Fire and Rescue

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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