Our history

The Institute was established in response to an increasingly service-oriented environment.

Founded in 1996, and formally incorporated in February 1997, we help our members improve their customers’ experience and their own business performance.

For too long, customer service had been seen as an after-thought, part of after-sales activity. Instead, it is integral to the success and failure of organisations, and we are dedicated to increasing recognition of its importance. To support those working in service, we have created tools to assess organisational performance and identify key areas for improvement.

We have built a professional framework to help people gain and improve customer service skills. And we work hard to ensure customer service professionals get the recognition they deserve. If you believe in the importance of customer service as much as we do, get in touch and find out how becoming a member can raise your organisation's standards.

Mission, values and standards

Find out what we stand for & our core values

We want a world where excellent customer service is demanded, delivered and seen to make a positive impact on organisational performance

Meet the team

Say hello to The Institute team

The Institute of Customer Service head office is in London, with regional representatives based across the UK to ensure service access for all national and regional organisations


Work with us at The Institute

The Institute of Customer Service provides an inclusive and supportive working environment. Our staff are highly valued, motivated and focused on business needs. We are committed to fairness and equality

Are you looking for market insight?

Institute membership gives you exclusive access to customer service research across all sectors.

Are you looking to set and raise your standards?

Our training and accreditation programmes can raise your service standards.

Are you looking for organisational membership?

We support some of the UK's leading businesses in improving their customer service.