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.
Our UKCSI is the barometer of customer satisfaction in the UK. The January UKCSI will launch on 28th at 12.00, members can sign up to the webinar here: BOOK NOW
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
Grateful to be seeing out a tough year for our service nation
By Jo Causon, CEO, The Institute of Customer Service While I am penning my last…
Delivering excellent customer service through procurement
On the 24th September, we launched our latest Breakthrough Research*: The Procurement Partnership – Developing…
As the Green Agenda becomes mainstream, organisations must take notice
By Jo Causon, CEO, The Institute of Customer Service As…
With the green agenda taking root, there is an opportunity for organisations to show leadership
By Jo Causon, CEO, The Institute of Customer Service Despite…
Webinar: Head to Head with Amanda Jones (Post Office)
Each week our CEO, Jo Causon, interviews a business leader…
Jo Causon on BBC Radio Surrey & Sussex
Institute's CEO, Jo Causon, interviewed on BBC Radio Surrey &…
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
