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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
Service with Respect – Latest polling results

Our latest Service with Respect survey suggests the mounting abuse directed at customer-facing staff is causing a retention crisis, with a record-breaking 44% of employees contemplating leaving their roles as a consequence.

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Building the Service Nation: Changing Perceptions about the Profession of Customer Service

Our latest Breakthrough Research, ‘Building the Service Nation: Changing Perceptions about the Profession of Customer Service’ examines the extent to which Customer Service is seen as a profession with defined skills, standards and a career development pathway.

📥 Download latest report
Annual Conference 2023: Operating in the New Service Nation

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:

📷 See all photos
UK Customer Satisfaction Awards 2023

Our latest Awards ceremony took place on 7 March 2023 at Hilton Park Lane, London. A big thank you to all attendees for joining us in celebrating the teams that have delivered exceptional customer service. A full list of our 2023 Awards winners is available below:

🏆 See all winners
UK Customer Satisfaction Index

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 UKCSI January 2023 report
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A change in the law to protect customer-facing workers

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.

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Membership Benefits

Develop your people

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

Measure and Benchmark
Measure & Benchmark

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

Policy Engagement

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

Enhance Your Profile

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

Set Service Standards

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

A Critical Friend

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

Research & Insight

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

Advice and Support
Advice & Support

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

ITV Tonight - Customers: Are We Being Served?

Our CEO, Jo Causon, on ITV's Tonight programme

Watch a short clip from ITV’s Tonight programme, featuring our CEO, Jo Causon. Click the link at the end to watch the full show on ITVX.

Customer complaints have reached worryingly high levels, and the impact of getting things wrong is costing UK business over £11bn per month.

Watch the full show

Webinar: Head to Head with Eva Eisenschimmel (Lowell)

Each week our CEO, Jo Causon, interviews a business leader…

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Our Members

Nestle Purina Petcare Logo
Coastline Housing
J Browne
Jersey Water

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

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Latest ServiceMark Achievers

Kent Fire and Rescue

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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