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.

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: Building brand reputation and trust by delivering on promises

Downloads & useful resources

Useful NCSW downloads


Proposed Daily Activities
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Weekday letters

Daily resource downloads for 2019

Monday - Insight
July 2019 UK Customer Satisfaction Index Executive Summary report
July 2019 UKCSI infographic

Tuesday - Capability & Skills
'Recruiting and retaining the skills for Customer Experience Excellence' - to be launched on Tuesday 8th October  

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

Thursday - Leadership
'The bottom lines of communication' - Customer Focus article with Miti Ampoma, Founder, Miticom

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

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 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!


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