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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
Inspiring a Service Nation
We’re Inspiring a Service Nation

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

Help us build the service nation
Ripples
Long-term impact through excellent service

Our research proves that investing in customer service translates into faster growth, higher productivity and better margins.  Our member-exclusive research and resources can help you identify where your organisation needs to focus.

The ROI of Customer Service
Graphs
UK Customer Satisfaction Index

OUT NOW: Our UKCSI is the barometer of customer satisfaction in the UK. It shows we are in longest period of service decline 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.

Download free report

Membership Benefits

Advice and Support
Advice & Support

We’re here to make sure everything is aligned around your customer to create a compelling, competitive advantage.

Research
Research & Insight

Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.

Friend
A Critical Friend

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

Standards
Set Service Standards

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

Profile
Enhance Your Profile

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

Policy
Policy Engagement

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

Measure and Benchmark
Measure & Benchmark

Independently measure your success, identify opportunities and benchmark against competitors.

Develop
Develop your people

Better trained staff are able to service your customers more efficiently and effectively.

A decade of customer service excellence

Lessons from the past and a glimpse at the future

To mark a decade of customer service excellence, we collaborated on a special video with Sky. See some of our members – from John Lewis, to Scottish Water and Zurich – reflect on past 10 years and consider what the next 10 might hold.

More about membership

The customer service agenda must be embedded in procurement processes

By Jo Causon, CEO, The Institute of Customer Service Nearly every business works with a…

Read more

In this new period of uncertainty, effective procurement is more essential than ever

By Jo Causon, CEO, The Institute of Customer Service The government’s announcement earlier this week…

Read more

This crisis presents an opportunity to revitalise our local town centres

By Jo Causon, CEO, The Institute of Customer Service Over six months on, the impact…

Read more

Our Members

Karcher
Brewin Dolphin
Copfs
ALD-Automotive
First-direct
Covea
Kingspan
Healthshield
Birmingham City Council
Knighton Foods
Bristol Water
Institute Of Fundraising
Aba
Cabot
Financial-ombudsman
HMRC
Aesseal
Historic-England
Keolis Amey
Lands' End
CAA
Elm-Group
Gymshark
Vinci
Green-Square
Dilgenta
Opus
Aldi
DWP

We have 400+ organisational members – big and small – spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.

View all members Become a member

Latest ServiceMark Achievers

Opus
Newday
Laithwaite's
Newbury
SRA
Anglian Water Logo
Salix
Lifestyle-outlets
ServiceMark

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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