Join us on 7th March 2023 for our Annual Conference – the UK’s leading forum for customer service thought leadership. Learn from examples of global service excellence and share best practice.
Join us at the Awards ceremony on 7th March 2023 at Hilton Park Lane, London, to learn from the winners and celebrate the teams that have delivered exceptional customer service.
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 281 organisations and organisation types across 13 sectors.
👇 Download the latest UKCSI results
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.
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
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
Invest now in the skills we need for the future
The latest figures from the Office of National Statistics (who will be speaking at our Annual…
Public policy to shape our Service Nation in 2023 and beyond
This week saw the return of Parliament for the first time in 2023 and there…
New Year, new hopes for our Service Nation
As we settle back into normality after the festive break, I’d like to wish you…
Webinar: Insight, Action and Impact: using insight to improve the customer experience
Watch our panel discussion webinar chaired by our CEO, Jo…
Webinar: Head to Head with Paul Philpott (Kia)
Each week our CEO, Jo Causon, interviews a business leader…
APPG on Customer Service: Tackling skills shortages through professionalising customer service
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness…
Webinar: Head to Head with Philip Davies MP (Conservatives)
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
Lucie Child, Strategy Lead - Customer Care at The Very Group, discusses the return on investment from The Institute's Management Qualifications.
Sarah Hopgood, Operations Support Manager - Protections at Covéa Insurance discusses the impact that Business Benchmarking, ServCheck and ServiceMark accreditation have had.
Sarah-Jane McCausland, Customer Communications & Engagement Lead at Covéa Insurance discusses what it means to be a long-standing member of The Institute, the networking opportunities, and the impact of ServiceMark accreditation.
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.
