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) 2020 will take place on the week commencing Monday 5 October, through to Friday 9.

The themes are as follows:

Monday – Insight: Knowing your customer and how to deliver to them

Tuesday – Capability & Skills: Identifying and nurturing customer service skills in your organisation

Wednesday – Recognition: Celebrate your customer service heroes

Thursday – Leadership: Championing customer service in the boardroom

Friday – Trust, Ethics & Sustainability: Building brand reputation through your actions

Downloads & useful resources

Useful NCSW downloads

Downloads for #NCSW19

Proposed Daily Activities
Email Banner
Themed Header

Weekday letters

Daily resource downloads for 2019

Monday - Insight
July 2019 UK Customer Satisfaction Index Executive Summary report
July 2019 UKCSI infographic
13 sector reports
‘Customer ethos, emotional connection, ethics – three differentiators that drive customer satisfaction’ – Jo Causon’s blog, CEO, The Institute of Customer Service

Tuesday - Capability & Skills
Institute research: 'Recruiting and retaining the skills for Customer Experience Excellence' - to be launched on Tuesday 8th October
‘We need to rewrite the psychological contract between employers and employees’ – Jo Causon’s blog, CEO, The Institute of Customer Service
Institute research: ‘Productivity UK: Generating sustainable value from service’

Wednesday - Recognition
'Getting and giving the credit' - Customer Focus article with Francesca Rea, Director of Customer Service, NewDay
The UK Customer Satisfaction Awards 2019 winners
Enter our Awards
Apply for ServiceMark accreditation

Thursday - Leadership
'The bottom lines of communication' - Customer Focus article with Miti Ampoma, Founder, Miticom
‘We need to reverse the decline in customer satisfaction levels’ – Jo Causon’s blog, CEO, The Institute of Customer Service

Friday - Trust
'Upfront & Personal: Leveraging data to deliver a genuinely personalised omnichannel customer experience'
'Increasing customer trust' - Customer Focus article with Heidi Mottram, CEO, Northumbrian Water
'Inside a customer-centric transformation' - Customer focus article with Sian Jones, CEO, Xoserve
‘Technology is driving exciting customer opportunities – but trust is still the key’ – Jo Causon’s blog, CEO, The Institute of Customer Service

Receive NCSW newsletter & updates

NCSW Online Shop

Click to enter our online shop.


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.