Our Annual Conference is the UK’s leading forum for customer experience thought leadership. This year, our theme is ‘The Service Nation: Leading with Purpose’, emphasising the critical role of leadership in navigating today’s dynamic landscape and shaping a better tomorrow.
Register before 31st October 2024 to take advantage of our Early Bird 2 pricing – valid for a limited time only.
Our UK Customer Satisfaction Awards recognise and celebrate the individuals and organisations consistently demonstrating service excellence. They are an opportunity for your organisation to gain recognition, enhance its reputation and celebrate the hard work of your teams.
The Awards are free to enter and open to all – explore our categories and submit your entries below:
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 282 organisations and organisation types across 13 sectors.
The latest report examines how customer attitudes and buying behaviours are influenced by perceptions about business practices and reputation.
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.
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.
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.
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 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.
Insight & Thought Leadership
Rediscovering our roots as a service nation
Prime Minister Sir Keir Starmer’s project of national renewal, coined at this week’s Labour Party Conference,…
We need to keep striving for a service agenda with human values at its heart
The service agenda is key to driving economic growth and commercial prosperity – and yet,…
Calling for urgent action against the abuse of service workers
It is good to be back after some time away over the summer. There is…
Jo Causon interviewed on BBC Radio 5 Live for Service with Respect campaign
In an interview on BBC Radio 5 Live, Jo Causon…
Watch: Jo Causon on BBC Breakfast discussing Service with Respect campaign to protect customer-facing workers from abuse
CEO Jo Causon on abuse of customer facing staff: "We…
Head to Head with Alison Platt (Hargreaves Lansdown)
In our Head to Head series, our CEO, Jo Causon,…
BBC Radio 5 Wake up to Money: Jo Causon returns to discuss the latest in customer satisfaction
Jo Causon returned to BBC Five Live’s Wake up…
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.
