National Customer Service Week

Recognise and celebrate excellent customer service 

About NCSW

National Customer Service Week is a week long opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy.

National Customer Service Week (NCSW) 2019 will take place on the week commencing Monday 7th October, through to Friday 11th.
Details will be released on Monday 22nd July.

NCSW 2018

National Customer Service Week took place from 1 - 5 October 2018. Thank you to all those who took part - we hope you had a fun and valuable week.

Here's how you celebrated!


Downloads & useful resources

Useful NCSW downloads

Proposed activitites                                      Email banner                                                  Handouts 
Daily activities                                                   Banner                                                                A5 leaflet

Weekday letters                                               Logo                                                                   Themes      
Monday                                                                   NCSW logo                                                    Themed header

Daily resource downloads for 2018

‘Is getting personal the answer?’ – Customer Focus article with Dr Tom Wormald, MD of Deliberata 
July 2018 UK Customer Satisfaction Index Executive Summary report
July 2018 UKCSI infographic
Happy staff, happy customers - Customer Focus article with Mark Thomson, Director General, HM Passport Office

‘Every Journey Matters’ – Customer Focus article with Vernon Everitt, TfL’s managing director for Customers, Communication and Technology 
'Organisations – and service – must not stand still through Brexit uncertainty' - Jo Causon reflects on Brexit two years on
Successful deployment of AI - Excerpt from The Heart of AI
'Game changing strategies in an unpredictable environment' - A round-up of The Institute's 2018 Annual Conference, as reported in Customer Focus 

Prudential and management qualifications - video case study
AI and skills - Excerpt from The Heart of AI - Full Report
The Heart of Artificial Intelligence - Executive Summary 
Technology: how smart do we want it to be?

‘The Customer Service Dividend’ animation 
‘Using your moral compass to set company direction’ - CEO Blog
Cost and the ROI of investment - Excerpt from The Customer Service Dividend
Key enablers of effective customer service investment - Excerpt from The Customer Service Dividend
Meeting business leaders around the table - Customer Focus article with Jo Causon, CEO, The Institute of Customer Service and Heather Bowman, COO, Sovereign
Leadership - Purpose and personalisation

Recognition - Excerpt from The Customer Knows
Customer Focus - Golden returns from better customer satisfaction
The UK Customer Satisfaction Awards 2018 winners 
UK Customer Satisfaction Awards promotional video 

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NCSW Online Shop

The online shop will be launched from 22nd July 2019.


Professional qualifications

Develop and recognise your customer service skills

We offer a range of professional qualifications to develop and recognise customer service skills at all career levels

Research and Insight

Insight, advice and concrete strategies to improve

Institute of Customer Service research spans key issues in customer service across all sectors.

Case studies

Read feedback from members that have completed qualifications

We offer several different management and professional qualifications, find out how useful they could be to your company or personal career

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.