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.
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.
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.
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.
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 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.
Insight & Thought Leadership
The service agenda can help create more cohesion in a polarised world
It’s a theme I’ve discussed a number of times in my blog – but we…
We cannot let abuse of customer-facing staff become endemic
It has been a busy week at The Institute, as we have launched the latest…
Social media as a review channel
Over the years, social media has become unavoidable in our daily lives, revolutionising how we…
Webinar: Head to Head with Liz Jackson (BCMS)
In our Head to Head series, our CEO, Jo Causon,…
Service with Respect – Cost of Living Fuelling Customer Abuse
Extract from Customer Focus Magazine: Issue 38 (May 2023): Our…
Webinar: Head to Head with Narinder Uppal
Each week our CEO, Jo Causon, interviews a business leader…
Webinar: Head to Head with Eva Eisenschimmel (Lowell)
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.
