Timeline Stories

We launched our brand new podcast which explores all things customer service, with frank and open conversations on how we centre the customer to benefit consumers, business, society, and the wider UK economy.

Following on from the 2017 ‘Customer Service Dividend’ research, a new study shows the link between service and financial performance.

We achieved a change in the law through our Service with Respect campaign. Our Trust Index was also launched this same year.

Our Service with Respect campaign, aiming to tackle abuse directed at customer service professionals, was launched.

The Academy was launched. We also brought the delivery of ServiceFocus & ServiceMark assessments in-house.

The Institute was relocated to London and underwent a full re-brand and value proposition review.

Jo Causon was appointed as the Institute’s new CEO and the UK Customer Satisfaction Awards were launched.

Launch of the UK Customer Satisfaction Index (UKCSI), the national barometer of customer satisfaction.

FirstImpressions & ServCheck were launched. RBS was our first ServiceMark achiever.

The Institute’s first-ever Breakthrough Research report on Reward & Recognition was launched.