How we help supercharge your customer service
Develop your people
Better trained staff are able to service your customers more efficiently and effectively.
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 & Support
We’re here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
Welcome upturn in customer satisfaction – but vigilance needed in a fragile economy
As 2026 gets underway, it remains a challenging time for many consumers and businesses – so it is reassuring and positive news that customer satisfaction as tracked in our UK Customer Satisfaction Index (UKCSI) has moved decisively up to reach a score of 78.2 (out of 100), the highest level since July 2022. Satisfaction on an upward curve This is…
An all-encompassing issue – tackling the abuse of public facing workers
The reports of widespread violence against NHS staff released over the weekend, which many of you will have seen, were…
Consumer confidence is the missing piece of the growth puzzle – service can change that
As we step into 2026, many organisations will be eager to put a year of economic uncertainty behind them and…
It’s a Wonderful Life: Service lessons from a Christmas classic
As we prepare for Christmas once again, I settled down to re-watch a real seasonal classic over the weekend –…
Our Members
We have around 350 organisational members – big and small – spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
