Thank you to everyone who attended our Annual Conference last 7 March 2023 – the event drew hundreds of business leaders and service professionals, as well as a fantastic line up of speakers who discussed sustainability, skills & success in the new Service Nation. Photos of the day are available here:
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
Building the four pillars of a Service Nation
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An alternative way to consider ESG
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Coming together to define our Service Nation
It was a pleasure to welcome so many of you to our Annual Conference this…
Forbes: Thank You For Not Calling! Agents Are On The Verge Of Burnout
Customer abuse of public-facing workers remains high, which is…
Webinar: Head to Head with Jeremy Hyams (Claims Consortium Group).
Each week our CEO, Jo Causon, interviews a business leader…
Webinar: Head to Head with Mario Mazzocchi (Wesleyan)
Each week our CEO, Jo Causon, interviews a business leader…
Webinar: Head to Head with Nick Atkin (Yorkshire Housing)
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.
