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Our mission

We are the leading independent expert, setting and upholding the standards to enable our customers to improve their business performance through service. We deliver tangible benefits to individuals, organisations and stakeholders so that the UK is seen as the place to experience great service and a valued expert on the global stage.

And never has it been so important to be true to our values and focused on our mission. It is what led us to create our Inspiring a Service Nation campaign –Ā  something that has gained greater resonance in these challenging times.

Our vision

A world where customer experience makes a positive and sustained impact on individuals, organisations, society and the economic wellbeing of the UK.

Our values

We uphold the standards for our industry and drive progress. We want a world where excellent customer service is demanded, delivered and seen to make a positive impact on organisational performance and the wider economy.


The impartial voice for customer experience issues


Providing relevant, authoritative information, actionable insight and knowledge


Encouraging ambition, striving for best practice and promoting continuous improvement


Making a difference to our employees, customers and stakeholders so that our customers can make a difference to their customers


Open to all, both organisations and individuals, who want to demonstrate a continued commitment to improving their customer service


Trusted to deliver, being accountable to each other and our Members, and for our
Members to deliver to their customers

Professionalism, standards and ethics

As the professional body for customer service we lead the way in setting service standards and supporting organisational and individual performance through delivering service excellence.

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